Verbal De-escalation

Using Words to Defuse Situations

Communication is at the core of various professions, including law enforcement, social work, healthcare, education, management, and many others. It serves as a crucial instrument, enabling professionals to establish trust, foster transparency, facilitate cooperation, and defuse potentially volatile situations.

We live in a world where the art of clear communication is growing increasingly complex. For instance, consider the diverse individuals that law enforcement engages with daily. Each person enters these situations with a range of preconceived notions—many of which they may not even be consciously aware of holding. This is particularly pronounced during tense situations and confrontations, where emotional thinking and split-second responses to perceived nonverbal cues become central factors.

With the right words, skilled police officers can transform any of these situations into one that builds trust, peacefully and productively resolves conflict, and lays the groundwork for further community cooperation. To get there, law enforcement and other professionals must have the interpersonal and communication skills to listen to and engage with the communities they serve—and they must do so under prevailing real-world conditions and biases, not ideal “classroom” conditions.

Practice is essential to refining communication skills and de-escalation techniques. MILO simulators provide a safe place for trainees to practice difficult situations (e.g., upset patients, people in crisis, or other unpredictable conditions), rehearse de-escalation techniques, observe the outcome, adjust, and try again.

Simulation-based Verbal De-escalation Training

MILO stands for “Multiple Interactive Learning Objectives.” MILO simulation systems—including the MILO Range—are a next-generation approach to verbal de-escalation training. MILO simulators are designed to go beyond marksmanship and firearms training. MILO isn’t just a virtual firing range or a simple “use-of-force” or firearms training simulator. MILO Range simulators are immersive, scenario-based “human interaction simulators,” also designed to enhance your skills in peacefully resolving complex situations through effective communication.

MILO’s verbal de-escalation scenarios include the most advanced scenario-based, interactive de-escalation training available. These scenarios have moved past the standard “observe and react” model in favor of a more complex model grounded in prolonged dialogue and interaction. Each scenario has a greater number of branches and possibilities to capture everything that a subject might say or do to complicate or escalate a conflict.

MILO’s latest generations of scenarios also focus on a much wider range of more challenging situations, including mental health response, well-being checks, interventions, and similarly emotionally charged incidents. Most scenarios can be run as multi-participant exercises and co-response models to help police officers acclimate to collaborating with social workers and mental health professionals in the field and practice ways they can communicate with each other, as well as with those involved in the incident, to reach the best outcome.

MILO Range verbal de-escalation training has moved beyond just law enforcement training: first responders, social workers, clinicians, nurses, and others are all benefiting from this advanced approach to communication and de-escalation training.

Verbal Proficiency and De-escalation Training

The tactics and concepts practiced in MILO’s verbal de-escalation training include:

Establishing a calm demeanor
Active listening
Communicating empathy and respect
Maintaining personal space
Speaking calmly and clearly
Asking open-ended questions
Using reflective statements
Offering “options and empowerment”
Avoiding confrontation
Prioritizing public and officer safety

MILO’s scenario-based, interactive verbal de-escalation training runs directly on the MILO Platform and comes standard with every MILO Range system. But while MILO’s verbal de-escalation training is integrated into a full force options simulator system (the MILO Range family of simulators), many of the scenarios in the latest generation of this de-escalation training system are “zero force option” scenarios: force isn’t even on the table.

New verbal de-escalation scenarios are released several times each year with scenario pack updates to all MILO Range users.

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De-escalation Training Partner

Expert-led De-escalation Training with our Trusted Partners: Command Presence

We have partnered with Command Presence to provide your agency with specialized de-escalation training. This training equips officers with the skills and techniques necessary to effectively manage high-stress situations, reduce conflict, and ensure safer outcomes for all involved. Command Presence’s expert instructors bring years of real-world experience, ensuring your team receives high-quality, actionable training tailored to today’s policing challenges.

De-Escalation: Strategies for Best Possible Outcomes

De-escalation is a word that is frequently discussed by community members, politicians, and the media, but it is rarely defined and often misunderstood. This course empowers participants to have intelligent, evidence-informed conversations with the public and provides valuable tools for engaging with people in crisis. Not all situations can be “de-escalated,” but this course focuses on tools to help achieve the best possible outcomes. Through guided discussions, small group exercises, and practical tools, participants will:

Explain the truths of de-escalation to members of the public
Learn to self-regulate their emotions in high-stress environments
Explore the foundational elements of all human mental functions (thoughts, emotions, behaviors)
Learn effective tools for dealing with persons in crisis
Explore response tactics for the best possible outcomes

Appropriate Audience
This course is designed for sworn personnel, correctional officers, dispatchers, trainers, supervisors, investigators, and professionals involved in public safety and security, health care, and guest services.

‍Course Length
8-hour-End User
24-hour- Train the Trainer

“ An excellent introduction to de-escalation that offers tips and models that can immediately be put into practice.” – An Officer from Tennessee