Live Training Courses

Addressing The Entire Spectrum Of Human Conflict

Conflict Management for Contact Professionals Instructor Certification (Ft. Pierce, FL)

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  • April 18, 2017 - April 21, 2017
    8:00 am - 4:00 pm

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

Four-Day Instructor Certification

Note: this class is grandfathered with last year's pricing (the new price is $1,997, with discounts for registering early and paying by credit card).

[Registration details, including registrant substitution information, as well as lodging and travel details at the bottom of this page]

Important: 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 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 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.

The material in this course is the subject of 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 "conflict professionals" 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.

Each participant receives 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.

Download Training Announcement

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

  • Personal 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 abuse and bullying

Organizational Benefits

  • Higher levels of customer satisfaction
  • Lower workplace stress levels
  • Reduced complaints, liability and injuries
  • Less use-of-force incidents

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

Nearest airport: Cincinnati (CVG)

Hotel Recommendation(s): Wingate by Wyndham Blue Ash

Note: There is a group rate at this hotel. Attendees must make individual lodging and travel arrangements.

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

More Information

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


About the InstructorGary Klugiewicz headshot

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.

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

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:


  • Explain the importance of establishing a social contract and describe how to develop a social contract
  • Explain the Emotionally Safe Performance-Driven Instruction approach to training
  • List the components of the Non-Escalation De-Escalation card
  • Share personal life experiences


  • Describe the three universal triggers to conflict
  • Explain the need for being effective at conflict management
  • Describe the entire spectrum of human conflict
  • Explain how to establish a classroom social contract

Dignity, Respect and Empathy

  • Explain the distinction between dignity and respect
  • List the Five Maxims for how to show respect
  • Explain the Empathy Triad
  • Perform a Five Maxim explanation

Be Alert & Decisive / Respond, Don't React

  • Explain the importance of having a pre-planned, practiced response
  • Identify your personal triggers to the negative impact of conflict
  • List and describe the conditions-of-awareness levels
  • Identify three of the nonverbal cues for managing conflict
  • Perform an emotion guard to a personal trigger

Showtime Mindset

  • Perform the Showtime Mindset
  • Explain the importance of nonverbal communication
  • Describe how posture affects self-confidence
  • Describe the four levels of verbal intensity
  • List several peace and anti-peace phrases

Proxemics 10-5-2

  • Explain the purpose of proxemics
  • Describe the main elements of personal safety awareness
  • Describe the 10-5-2 rule
  • Perform four proxemics tactics
  • Perform how to avert a variety of personal attacks

Universal Greeting

  • Describe the best way to make an initial contact
  • List the four parts of the Universal Greeting
  • Explain the universality of the Universal Greeting
  • Explain how the Universal Greeting establishes a supportive atmosphere
  • Perform a Universal Greeting in a common scenario in your job

Beyond Active Listening

  • Explain the inadequacy of just active listening
  • Explain why empathy is so critical to effective communication
  • List the six components of Beyond Active Listening
  • Explain why people often won’t share their real concerns or issues
  • Perform an interaction using Beyond Active Listening

Crisis Intervention

  • Describe the three types of people with special needs
  • Explain why understanding the various types of mental illnesses is of less importance when dealing with someone in crisis at the point of impact
  • List the four steps of effective crisis intervention
  • List the four strategies for effective crisis intervention


  • List the main types of Redirections
  • Explain why Redirections can help stop verbal abuse and bullying
  • Describe when to use a Redirection to enhance Beyond Active Listening
  • Perform a Redirection appropriate for a common scenario in your job
  • Perform a Redirection during a Persuasion Sequence

Persuasion Sequence

  • List the five steps of the Persuasion Sequence
  • Explain how to use this tactic when someone refuses your verbal direction
  • Explain the association of the Five Maxims and the Persuasion Sequence
  • Create a Persuasion Sequence script for a common scenario in your job and perform it using this script

When Words Alone Fail

  • Describe when it’s necessary to stop talking and take action
  • Identify the two indicators that words alone have failed
  • Explain the conditions when someone else’s words create a safety threat
  • Describe a When Words Alone Fail scenario for your discipline
  • State the criteria for an intervention to be justifiable

Ethical Intervention

  • State the two reasons why bystanders typically do not intervene
  • Describe when professionals have a duty to intervene
  • List the three methods for ethical intervention
  • Demonstrate a tap-out procedure
  • Develop ethical intervention options for yourself

Review / Report

  • Explain the Closure Principle
  • Explain the purpose of debriefing
  • Describe the elements of an effective incident report
  • Explain how ensure your incident report matches the video record
  • Perform an effective debrief

Instructor Skills

  • Teach various class formats using the Communicating Under Pressure chart and the "6 C's"
  • Facilitate scenario-based skill practice sessions
  • Lead a discussion to analyze video scenarios
  • Lead a debrief session using VDI language
  • Develop an action plan for implementing VDI within your organization

Emotionally Safe Performance-Driven Instruction

  • Describe the main elements of this form of instruction
  • Explain the distinction between education and training
  • Explain the importance of student interaction to the learning process
  • Explain the importance of developing peace stories
  • Lead at least two Performance-Driven instruction activities


Venue Phone: 772.467.6845

920 S. US 1, Ft. Pierce, Florida, 34950, United States


Local Contact: Sergeant Director of Training – Don Christman