Training in Verbal Intervention Methods: CPI’s Proactive Approach for a Safer Workplace

In our ongoing commitment to safety and well-being in human services environments, it's essential to recognize the profound impact that language can have on both staff and the individuals in their care. At CPI, we believe that using the right language not only promotes a safer environment but also fosters a culture of respect and trust.

In environments where staff work closely with individuals exhibiting challenging behavior, communication is key. The words we use have the power to influence behavior, shape perceptions, and either calm or escalate a situation.

The language we use can determine whether escalated behavior turns into an incident of violence or whether it can be transformed into a safe, positive outcome for both you and the individual in distress.

Let's start by exploring the important role language plays in training implementation. Then, we'll examine CPI's approach, including our focus on verbal intervention methods to proactively prevent workplace violence with a snapshot of our training cornerstones.

The Importance of Clear Communication Prior to Implementing Training

Here is a story shared by a former CPI Certified Instructor that demonstrates the power of clear communication and true focus of our de-escalation training (names of individuals and organizations have been omitted for privacy).

During a recent training session in a residential facility, I witnessed firsthand how a simple misunderstanding about the nature of our training program caused unnecessary fear. A teenage girl overheard staff discussing a "take down" course, which led her to believe that the training was focused on physical restraint techniques. From her perspective, the language used by staff caused her to feel threatened and unsafe.

When I spoke with her, it took time and effort to reassure her that our program is centered around nonviolent approaches, focusing on conflict resolution, de- escalation techniques, and ways to ensure safety without resorting to physical force. It was a moment that reinforced the importance of clear, non-threatening communication.

That experience served as a powerful reminder of how essential it is for staff to be mindful of the language they use, especially when addressing sensitive topics. At CPI, we stress the importance of language in all our training programs. We believe that adopting a shared, nonviolent language within the workplace helps to shift mindsets and create an atmosphere where safety and well-being are prioritized for everyone involved.

This story shows how language can shape perceptions and impact the safety and trust of those in our care. It also illustrates why CPI places such strong emphasis on clear and compassionate communication.

CPI's Focus on Training in Verbal Intervention Methods

Our suite of programs allows you to equip staff with de-escalation training at all levels, based on their specific roles and the levels of risk they encounter each day. Staff first learn to identify the causes and stages of escalating behaviors-along with appropriate verbal and non-verbal intervention strategies-so you can de-escalate behaviors before they escalate into a crisis.

Through CPI training, staff gain a variety of verbal intervention methods, such as active listening, maintaining a calm tone, and asking open-ended questions to de-escalate tension and encourage positive communication. These verbal de-escalation strategies serve as the foundation for almost every program we offer at CPI.

In fact, consistently incorporating our evidence-based de-escalation techniques has helped our human services customers collectively view physical restraints as a last resort and, in many cases, eliminate the need for them altogether. For example, the Southwest Idaho Treatment Center (SWITC) reduced its use of restraints by 66% after implementing system-wide training. SWITC serves adults with intellectual disabilities and faces daily complex behaviors that can lead to escalated, often violent encounters.

SWITC turned to CPI to support its goals of implementing facility-wide de-escalation training, minimizing spending associated with workers' compensation claims, reducing the use of restraints, and providing a safer center for both staff and clients.

"Our staff have to be ready to deal with that [violence]. We really emphasize noticing those signs of anxiety, seeing problems before they actually happen, knowing how to clear a room, and keep everybody safe while doing so." 

- T.J. Barr, Health and Safety Specialist for the Southwest Idaho Treatment Center

In our training programs, we emphasize the need to shift away from outdated approaches, such as the "take down" mentality, which can create fear and mistrust. Instead, we encourage staff to focus on solutions that de-escalate situations before they increase to a crisis, always keeping in mind the goal of providing care in a compassionate and safe manner. When both staff and individuals feel supported and safe, the benefits extend beyond just the workplace-they improve the overall quality of care.

CPI Training Cornerstones that Reinforce Restraints as a Last Resort

These cornerstones of CPI training help reinforce the value of empathy, compassion, and meaningful connection that is central to everything we do. These fundamentals also reinforce that physical restraints are a last resort. Everybody has a role to play in creating both a safe workplace and environment for clients. Preventing the use of restraint and seclusion is a key part of that important goal.

Crisis Development Model^SM

CPI programs are centered on the Crisis Development Model^SM, which helps staff recognize the distinct stages of escalating client behavior and provides appropriate intervention responses for each stage. Our skills-based approach to training helps human services professionals make sense of challenging situations and proactively de-escalate prior to the occurrence of a crisis moment.

The Crisis Development Model^SM also highlights the importance of Therapeutic Rapport. This emphasizes that after a behavior escalation it is essential to rebuild trust with an empathetic and non-judgmental approach. Debriefing and documentation are critical to identifying triggers, as well as reviewing intervention plans and developing strategies to minimize or prevent future incidents.

The Integrated Experience

The Integrated Experience reminds human services professionals that while they cannot control the behavior of a client in their care, they can control their own response. Combining that understanding with practical de-escalation skills gives staff the confidence and tools to successfully intervene before a situation turns into a crisis. One of the biggest keys to de-escalation is being mindful of our own reactions to a client and practicing emotional regulation.

By incorporating emotional regulation into training, CPI helps staff become more mindful of their responses, enabling them to stay calm, focused, and in control during moments of crisis.

Each cornerstone of CPI training, from the Crisis Development Model™ to the Integrated Experience, is practically applied through role-playing and hands-on exercises during training sessions. This ensures that staff can internalize these principles and apply them effectively when faced with real-world challenges.

CPI's Commitment to Staff and Clients

At CPI, we are committed to supporting staff in their journey to foster a safer, more positive environment. The right language can help prevent conflict, build trust, and ensure that everyone feels safe and respected. With CPI training, you can transform language into a tool for safety, compassion, and understanding.

Original blog published in June 2010. Updated in April 2025.