Live Training Courses

Addressing The Entire Spectrum Of Human Conflict

Conflict Management for Contact Professionals (Las Vegas, NV)

We're sorry, but all tickets sales have ended because the event is expired.
  • August 20, 2019 - August 23, 2019
    8:00 am - 5:00 pm

Non-Escalation, De-Escalation and Crisis Intervention for Contact Professionals (Verbal Defense & Influence)

Four-Day Instructor Certification


Important: We have developed a BLENDED format for our certifications. There is an online pre-work component that must be completed prior to attending this class.



This four-day course certifies individuals as instructors for Vistelar's Conflict Management for Contact Professionals training program (Verbal Defense & Influence™), so they are authorized to teach this program within their organization.

This course covers important aspects of conflict management: non-escalation (conflict prevention), de-escalation and crisis intervention tactics — but not physical alternative tactics (control, stabilization, non-lethal/lethal weapons). The training is focused on how to identify, manage and resolve conflict at the point of impact — the short period of time when a disagreement or insult can escalate to conflict and on to emotional and/or physical violence.


Like all Vistelar's courses, this course is taught from the perspective of the entire spectrum of human conflict (Vistelar's "6 Cs" : Context, Contact, Conflict, Crisis, Combat and Closure) and is easily integrated into existing training and policies/procedures of an organization.

Another focus on Vistelar’s training is to teach “how to look professional on camera no matter how the situation ends up." In the current video-centric world, it’s now critical that "contact professionals" know how to ensure their actions (non-verbal, verbal, physical) aren’t misrepresented when viewed on camera and that their incident report matches the video record.

For law enforcement professionals, this course aligns with the Final Report of the President's Task Force on 21st Century Policing and with PERF's 30 Guiding Principles On Use of Force. For example, the following topics are covered:

  • Guardian Mindset
  • Procedural Justice
  • Community Engagement
  • De-escalation
  • Crisis Intervention

The material in this course addresses the "21st Century Policing Report" and the "Police Executive Research Forum" (PERF) and from four published books in Vistelar's Confidence in Conflict series and has been taught by Vistelar's trainers for over three decades. The program's structured framework makes it easy to learn, remember and apply -- and simple to teach.

The course uses a "fire drill vs. fire talk" approach to training to ensure students develop the knowledge, skill and ability to manage real conflict in the real world. Class time emphasizes student interaction, scenario-based skill practice (using a proprietary video recording/review technology), analysis of real-life events captured on video and memorable stories ("peace stories").

This course is designed for all "Conflict Professionals" across 16 different market segments in law enforcement, corrections, healthcare (patient care and security), education, security and loss prevention, public transit, EMS/fire, utilities, customer service and the military — and is taught by professional trainers with extensive law enforcement backgrounds.

Our BLENDED learning format provides each participant access to an online pre-work program, a student workbook, an instructor binder and, following class, access to an online instructor-resource website. Participants leave the course fully-prepared to teach Verbal Defense & Influence within their organizations.

Personal Benefits (P.O.L.E.)

  • Physical Safety: improved relationships, self-confidence and physical safety
  • Organizational Safety: improved morale and job performance
  • Legal Safety: less risk of personal liability
  • Emotional Safety: increased competence in dealing with verbal harassment, abuse and bullying

Organizational Benefits

  • Higher levels of customer satisfaction
  • Learning how to look good on camera
  • Lower workplace stress levels
  • Reduced complaints, liability and injuries
  • Learning to develop choreographed responses
  • The ability to communicate concern
  • Less use-of-force incidents

About the Instructors

Gary Klugiewicz

Dave Young











Students at this class are in for a treat. Gary Klugiewicz is one of the original founders of Vistelar and is a Director at the company. He has an extensive background in law enforcement and corrections and has been a professional trainer for over 25 years.

Dave Young is another Co-Founder of Vistelar with over 25 years of training and experience in corrections, law enforcement and is a veteran of the United States Marine Corps.

To learn more about Gary and Dave, please review Vistelar’s Origins of Verbal Defense & Influence and Origins of Vistelar’s Tactical Training write-ups.

Registration — Two Options

  1.  Pay Online Using A Credit Card: Click on Order Now at the top of this page, fill out the registration form with your credit card information and and click on Pay Now at the bottom of the page.
  2. Pay By Check: Click on Show Other Payment Options at the top of this page, fill out the registration form and click on Pay By Check at the bottom of the page.
  3. Request An Invoice: Click on Show Other Payment Options at the top of this page, fill out the registration form and click on Send An Invoice at the bottom of the page.

If you are paying by check or against an invoice, payment is due within 10 days of your registration. Please mail payments to:

Vistelar, LLC
Attn: Accounts Receivable
1845 N Farwell Ave., Suite 210
Milwaukee, WI 53202

Cancellation Policy

If you are not able to attend, please notify us by email as soon as possible.

Cancellations more than seven (7) business days before the first day of this course will receive a refund of the amount paid minus a $150 administrative fee.

Cancellations between seven (7) and two (2) days of the first day of the course will receive a refund of the amount paid minus a $250 administrative fee.

No refund will be made for cancellations within two (2) days of the first day of the course.

Vistelar reserves the right to cancel this course if there are insufficient registrations and, if that occurs, a full refund of the amount paid will be made.

Please allow two weeks to process any refund.

Travel, Lodging and Logistics

Please bring a smartphone to class to use in our video practice sessions. If that's not possible, contact Vistelar to make alternative plans.

Additional Information

View a partial client list

View scores of testimonials and peace stories

View an overview of who Vistelar trains

Learning Objectives

Students successfully completing the course will be able to:

  • The Four Universally Asked Questions
  1. Explain the importance of these questions in terms of preventing, minimizing, and de-escalating conflict
  • 21st Century Policing
  1. Explain the significance of this report to the persons in positions of authority and the three concepts highlighted in VDI Training
  • P.O.L.E. Safety Acronym
  1. Explain the significance of this concept to your personal safety and how they are positively impacted by VDI Training Incident Review Evaluation Format
  • W.I.I.F.M.
  1. List the three primary benefits listed in the What’s in it for me? Section of the introduction
  • Understanding Conflict Section
  1. Explain the need for being effective at conflict management
  2. Describe how VDI fits into the entire spectrum of human conflict
  3. Perform a Universal Greeting to interview and introduce your partner
  4. Explain the role of dignity, respect, empathy, and social contracts interact to manage conflict
  5. Describe the three conflict triggers that can have negative outcomes
  6. Describe ways to address these universal triggers
  7. List several peace and anti-peace phrases
  8. Perform the Rewind Button in a conflict situation at work
  • Verbal Defense & Influence Foundations
  1. List the components of the Non-Escalation / De-Escalation card.
  2. Describe the Point-Of-Impact Conflict Management Framework (“6 Cs”)
  3. Perform and film the Universal Greeting interview of your partner
  4. Explain the Emotionally Safe Performance-Driven Instruction approach to training
  • Card 1:  Treat People with Dignity by Showing Them Respect
  1. Explain the distinction between dignity and respect
  2. Explain the five approaches to show another person respect
  3. Explain how to use these five approaches to manage conflict
  4. Perform and phone in to record a How to Treat People By Showing with Respect explanation
  • Card 2:  Be Alert & Decisive / Respond, Don't React
  1. Explain the importance of having a pre-planned, practiced response
  2. List and describe the conditions-of-awareness levels
  3. Explain the 5 Threat Indicators and evaluate a video using them
  4. Identify three Exit Language Phrases
  • Card 3:  Showtime Mindset
  1. Explain the importance of maintaining your emotional equilibrium in conflict situations
  2. Describe how posture affects self-confidence
  3. Explain communication alignment:  congruence in nonverbal communication
  4. Perform the Showtime Mindset tactic
  • Card 4:  Proxemics 10 5 2
  1. Explain the purpose of proxemics
  2. Explain Proxemics 10 5 2 Concept and define Proxemics
  3. Describe the 10-5-2 Feet tactic
  4. Perform a 10 5 2 Approach with a Universal Greeting
  5. Perform and explain the purposes of three Proxemics Tactics
  • Card 5:  Universal Greeting
  1. Describe the best way to make an initial contact
  2. List the four parts of a complete Universal Greeting
  3. Explain the universality of the Universal Greeting
  4. Explain how the Universal Greeting establishes a supportive atmosphere
  5. Perform and phone in to record Universal Greeting in a common scenario in your job
  6. Describe the four levels of verbal intensity
  • Interlude 1:  Perspective Taking
  1. Evaluate a video taking the perspective of one of the participants
  2. Develop strategies for responding to similar situations in the future.
  • Card 6: Beyond Active Listening
  1. Evaluate a video using all your senses
  2. Explain the inadequacy of just active listening
  3. List the five components of Beyond Active Listening
  4. Explain why people often won’t share their real concerns or issues
  • Card 7:   Redirections
  1. List the two types of Redirections
  2. Explain why Redirections can help stop verbal abuse and bullying
  3. Develop, Perform and phone in to record a Redirection appropriate for a common situation in your job
  • Card 8:   Persuasion Sequence  
  1. List the three steps of the Persuasion Sequence
  2. Explain how to use this tactic when someone refuses your verbal direction
  3. Explain the association of the How to Show People Respect and the Persuasion Sequence
  4. Explain the importance of giving both positive and negative options in resolving any situation
  5. Create, practice, and perform a Persuasion Sequence script for a common scenario in your job
  • Card 9:  Crisis Interventions
  1. Describe the three types of people with special needs
  2. Explain why understanding the various types of mental illnesses is of less importance when dealing with someone in crisis at the point of impact
  3. List the four steps of effective crisis intervention
  4. List the four Crisis Management Strategies for effective crisis intervention
  5. Perform an Initial Contact for a person in crisis using the Crisis Management Strategies
  • Card 10:  Taking Appropriate Action
  1. Describe how you know communication tactics have failed and it is time to take appropriate action
  2. Describe a scenario for your discipline where you would be required to take appropriate action
  3. State the criteria for an intervention to be justifiable
  • Interlude 2:  Ethical Intervention
  1. State the two reasons why bystanders typically do not intervene
  2. Describe when professionals have a duty to intervene
  3. List the three stages for Ethical Intervention
  4. Perform a tap-out procedure, a positioning intervention, and a physical intervention
  5. Develop ethical intervention options for yourself
  • Card 11:  Closure
  1. Explain the importance Closure
  2. Develop, write, and perform a closure statement for verbal and physical interactions
  3. Explain the purpose of debriefing
  4. Describe the elements of an effective incident report
  5. Explain how ensure your incident report matches the video record
  6. Perform an effective debrief using VDI language to actions and decision-making process
  • Conclusion:
  1. Describe how VDI training can be used in your personal, as well as professional life
  2. Describe some of your takeaways from the class and forward action plans
  3. Complete and turn in the Feedback Form

Additional Instructor Level Objectives:

  • Instructor Skills
  1. Teach Verbal Defense & Influence in various class formats using the on-Escalation / De-Escalation card
  2. Facilitate scenario-based skill practice sessions
  3. Lead a discussion to analyze video scenarios
  4. Lead a debrief session using VDI language
  5. Develop an action plan for implementing VDI within your organization
  • Emotionally Safe Performance-Driven Instruction
  1. Describe the main elements of this form of instruction
  2. Explain the distinction between education and training
  3. Explain the importance of student interaction to the learning process
  4. Explain the importance of developing peace stories
  5. Lead at least two Performance-Driven instruction activities




3150 Paradise Road, Las Vegas, Nevada, 89109, United States