Mental Health Training
Part of STEP Training Inc.’s Professional De-escalation Series
Overview
This mental health training is designed specifically for municipal front-line staff and security who interact with members of the public in unpredictable and high-stakes environments. It equips participants with the understanding and strategies necessary to recognize and respond to individuals experiencing mental health challenges—while reinforcing the principles of professional de-escalation and situational awareness that anchor our broader STEP Training curriculum.
Course Objectives
Participants will:
Learn to recognize common symptoms of mental health conditions and disorders
Apply professional de-escalation strategies that factor in mental health challenges
Utilize personalization, validation, and intentional communication to reduce escalation
Understand how and when to connect individuals to professional health services
Adopt a professional, empathetic, and non-judgmental demeanor in all interactions
Professional De-escalation in Mental Health Contexts
Mental illness may reduce insight and reasoning—encouragement, not commands, works best
Adaptation of our de-escalation model: personalized communication, creation of time/distance, and consistent emotional regulation
Understanding the impact of “noise” (barriers to communication caused by illness or environment)
Effective Communication Strategies
- Avoiding ego-based and stigmatizing language
- Practicing active listening, validation, and clarification techniques
- Using scripts and phrases that encourage trust and cooperation
- Avoiding fixation and assumptions. Remaining adaptable
Assessing and Managing Risk
Using emotional escalation scales (Problem Solving Continuum)
Recognizing behavioral cues of mental distress and medical risk
Maintaining control through framing, body language, and predictive awareness
Understanding the role of past, present, and future context in risk planning
Trust and Partnership
- Meet people where they are, not where you think they should be
- Foster small wins that build rapport and compliance
- Frame your role as supportive—not authoritative
Why This Matters
Mental health-related interactions are increasingly common in public service. This training ensures staff are equipped to respond professionally, safely, and empathetically, while aligning with legal, social, and ethical standards of care.