Inform USA Webinar - The Effectiveness of Active Listening in a Crisis: Why It Works

Have you ever wondered why we perform active listening as de-escalation in a crisis and why this is effective? This presentation will outline what happens in the brain when a person is in a crisis state and why active listening can restore neocortical functioning. The presenter will discuss the evolution of a crisis state and the changes in the brain during the build-up to a crisis when a person is in an active crisis state. The presenter will review how to practice active listening with a caller and how this technique de-escalates and restores the brain to its "resting" state. Active listening builds rapport, establishes trust, and returns the caller to a state of de-escalation and rest. Learn why this tool should be the foundation of crisis call work!

Key Takeaways:

• Develop an understanding of crisis theory and model of a crisis state
• Understand what is occurring in the neocortical functioning of the brain in the development of a crisis state, active crisis state, and de-escalation of a crisis state
• Demonstrate how to utilize "active listening" tools
• Understand how active listening both builds rapport and de-escalates crisis callers and why this is a foundational tool