Verbal Intervention Training

In this day-long, in-person Verbal Intervention training course, library employees will learn how to identify, respond to, and prevent or mitigate low-risk challenging behavior with proactive, non-restrictive verbal intervention techniques that can de-escalate challenging and disruptive behavior.  These strategies can often turn a crisis into an opportunity for a positive outcome. This course is one of many evidence-based crisis prevention programs offered by the Crisis Prevention Institute. 

By the end of this training session, attendees will:

• • learn strategies for remaining calm, watching body language, and using reflective questioning while avoiding physical confrontation with an individual in distress.
  • gain an understanding of factors behind challenging behavior.
  • increase their knowledge about the effects of trauma and the psychology of the brain on the person in crisis, as well as the responding individual.
  • build their confidence and skills in verbally de-escalating disruptive behaviors. 

This workshop will be led by our own Jamaine Wourman and Denver Public Library’s Brianne Hanson. Jamaine is the Operations Manager for Serials and Microforms and Media in the Access and Fulfillment Department of the University of Michigan Library; and he has recently been certified in the Verbal Intervention curriculum from the Crisis Prevention Institute.  Brianne is the Community Resource Manager at Denver Public Library; and she specializes in de-escalation, crisis navigation, and supporting customers experiencing life challenges. She holds a bachelor’s degree in Human Services and Counseling, a master’s degree in Social Work, and a doctorate in Human Services.

This training is part of the Library Safety Training Program and supports the following Safety Program Learning Outcomes under External Safety Communication: 

• • #35 – Employees will understand the dynamics of conflict and its escalation
  • #36 – Employees will identify common triggers for disruptive behavior in an academic library setting.   
  • #37 – Employees will apply effective de-escalation techniques to manage challenging patron interactions. 

 Please register by November 12, 2026.

Thank you!