Effective Communication in the Midst of Stress




Verbal Defense & Influence provides a framework that allows people to control, resolve and even prevent conflict from occurring at work, school or in their personal life.

Structured around the Five Maxims of Human Interaction, the approach taken by Verbal Defense & Influence is to recognize and address the underlying factors that lead to conflict – instead of simply attempting to deal with a situation after it has already become a problem.

Verbal Defense & Influence is a structured communications methodology for:

  • Preventing interpersonal discord
  • Managing verbal abuse and bullying
  • Defusing confrontations
  • De-escalating violence
  • Generating voluntary compliance
  • Building cooperation and collaboration
  • Improving customer service
  • Lowering workplace stress levels
  • Enhancing professionalism

In crisis situations, Verbal Defense & Influence provides an approach for deciding — in the midst of conflict – when de-escalation is no longer possible and definitive action must be taken.

Even in the absence of conflict, Verbal Defense & Influence improves an individual’s interpersonal skills, self-confidence in dealing with others, effectiveness in responding to others, and ability to maintain mental and emotional safety.

Verbal Defense & Influence has applications in crisis interventions, workplace relations, customer service and personal interactions.

Organizations that have benefited from Verbal Defense & Influence training include police, corrections, private security, health care, military, education, business, social services and mental health. On an individual level, anyone who deals with conflict at work, school or home gains great value from this training.

This is an instructor certification program that thoroughly covers the Verbal Defense & Influence methodology and then provides detailed instruction in how to train others in its application.

Verbal Defense & Influence classroom training is not lecture-based; it employs an experiential and learning-centered approach called Performance-Driven Instruction™. This approach uses guided discovery, simulation scenarios, videotaping to capture student performance and positive group debriefing techniques.

Course Topics

  • The Five Maxims of Human Interaction
  • Dignity – the core need of every human being
  • Staying professional in a crooked world
  • How to manage verbal abuse – not just take it
  • Creating a respectful work environment
  • How to communicate with difficult people
  • Powerful tactics for persuasion
  • Making ethical interventions before bad things happen
  • Engaging in active listening
  • Knowing when to act and, then, how to defend your actions
  • Reducing the risk of conflict when making an initial contact
  • Seven things never to say to anyone — and what to say instead
  • How to get your message across, even when dealing with difficult people
  • How to remain under emotional control during disagreements
  • How to engage the adult learner
  • Interactive performance-based instruction



Confidence in Conflict Book