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.

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