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Cabarrus
Health Alliance
Blended eLearning +
In- Person Scenario Training
De-Escalation Skills +
Staff Skills Training
Cabarrus Health Alliance wanted practical, repeatable
de-escalation skills for staff working with stressed and frustrated patients in a fast-paced public health setting.
A consistent, trauma-informed approach helped staff understand how to stay regulated, communicate clearly, and know when to escalate response and how to do it appropriately.
GOAL:
Build staff confidence and capability to manage escalating behavior early, protect care delivery, and support team safety in a public health environment.
SOLUTION:
P3 delivered a blended training model combining self-paced eLearning with in-person skill practice. eLearning established a shared foundation, including stress physiology, “Left of Bang” early recognition, body language indicators of agitation, and the Pathway to Violence framework. In-person sessions reinforced a
De-escalation Toolkit built around EAR (Empathy, Active Listening, Repeating), Verbal Judo communication, and clear decision points for when to continue de-escalation vs. call for police support. Teams practiced alternating scenarios across roles to build empathy, consistency, and confidence.
RETURN ON INVESTMENT
Staff walked away with tools they could use immediately: how to de-escalate themselves first, what to avoid when behavior is rising, and how to communicate calm authority without escalating the situation. The blended approach supported different learning styles and improved team consistency – what one person missed online was reinforced through practice and role-play.
Leadership also emphasized that the strategies helped staff support one another during stressful moments, keeping the team aligned around safety and patient care.
"Everyone learns differently. What some picked up in eLearning, others locked in through role-playing."
CHALLENGES AT A GLANCE
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Long waits, social determinants, emotional fatigue
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Rising patient frustrations and agitation in high-volume clinics
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Staff confidence + safety concerns in one-on-one settings
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Need for consistent responses across teams and roles
IMMEDIATE BENEFITS
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Improved staff confidence and response consistency
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Practice engaging de-escalation tactics in a simliar scenario
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Better communication and understanding between public-facing staff and leadership
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100+ staff members trained
"We serve patients who often have a lot going on before they ever walk in our door. Our teams have to stay compassionate, flexible, and patient, but still be able to protect themselves in real moments of tension."
Rolanda Patrick
Deputy Health Director