Course curriculum

  • 1

    Welcome & Lets Get Started!

    • Welcome and How To Use This Course Platform

    • Instructor Perspective, Overview and Background

    • Handout (Word Version) Optional

    • Handout (PDF Version) Optional
  • 2

    Preparing for The Active Intruder (Reacting to Threats)

    • The Importance of Having a Plan

    • When Customer Service Ends and Your Safety Plan Begins

    • Evaluating Odd, Suspicious and Dangerous
  • 3

    Recognizing a Threat or Aggressive Person

    • Threat Indicators and Behaviors
  • 4

    De-escalation Techniques & Communicating with Difficult People

    • De-escalation and Defusing

    • Arguing vs. Deflecting

    • Dealing with Difficult People

    • Active Listening and De-escalation
  • 5

    Dealing with Mentally Ill Persons

    • Dealing with Mentally Ill Persons
  • 6

    Hostile Intruder & Active Threats (Preplanning for Success)

    • Hostile Intruder & Active Threats
  • 7

    Conclusion

    • Training Conclusion and Bonus Material Discussion