De-Escalation Skills

This session explores how to recognize when someone may be in crisis, the importance of active listening, and practical techniques for effective de-escalation. A strong emphasis is placed on safety, including key considerations to keep in mind both before and during a de-escalation encounter.

The presentation is highly interactive, with audience participation encouraged throughout. Real-world examples are used to bring concepts to life and deepen understanding. Time will be reserved for questions, and—if time permits—a brief role-play exercise may be included to allow participants to practice and apply the skills discussed.

Presented by Robert Hagen, NAMI Southeast Wisconsin; Bob is a retired law enforcement professional who transitioned into a fulfilling second career in mental health advocacy. After serving 33 years in law enforcement, culminating in the role of Captain for the City of Delafield Police Department, Bob retired in 2022 and almost immediately joined NAMI Southeast WI. In the current role as the Program Director Crisis Training, Bob oversees CIT, CIP, and other crisis-related training programs for the organization. De-escalation, suicide prevention and resilience/self-care are strong passions, and these programs allow Bob to express that passion and hopefully make a difference in the lives of others.