Verbal De-Escalation: The 3R Framework

In moments of crisis, words can make all the difference. In this course crisis expert Adam Graham, LPC-MHSP, equips you with practical, research-based skills to calm intense anger, fear, or agitation through verbal de-escalation. Drawing on the American Association of Emergency Psychiatry’s Project BETA Best Practices, learners will explore the 3R Approach—Reflect, Refocus, and Restore—a simple yet powerful method for calming heightened emotions and guiding clients toward safer, healthier outcomes.

Designed for mental health professionals and frontline staff, this training blends proven best practices with real-world scenarios. By the end, you’ll feel more confident managing difficult situations, keeping everyone safe, and strengthening relationships built on trust and compassion.

ESTIMATED COURSE LENGTH: 1.25 hours 

CE CREDITS:1.25 hour continuing education/contact hours for social workers, psychologists, counselors, and marriage and family therapists

TARGET AUDIENCE: mental health practitioners, crisis teams

LEVEL OF INSTRUCTION: Introductory 

PREREQUISITE(S): None

INSTRUCTIONAL METHOD: Recorded video format

ACCESSIBILITY ACCOMMODATIONS: To request further accessibility accommodations, please email support@psychhub.com.

COMPLETION REQUIREMENTS: To obtain your CE certificate, learners watch the full course, complete a participant evaluation, and obtain a score of 80% or higher on a post-test. Learners are expected to complete the quiz within 3 attempts. If unable to do so, the learner will need to re-review the course segments.

FINANCIAL/COMMERCIAL SUPPORT STATEMENT: This course has no commercial support.

CONFLICT OF INTEREST:  This course has no potential conflict of interest or outside commercial support. Psych Hub's conflict of interest statement is found in the footer of the training center.

GRIEVANCE AND REFUND POLICIES: Grievance and refund policies are found in the footer of the training center.

PARTICIPATION COSTS:  The cost to participate in this CE activity is included in the subscription registration fee.

COURSE CREATION DATE: 10/28/2025

1. Explain the psychological and physiological factors that contribute to agitation and escalation in behavioral health crises, and identify early verbal and non-verbal indicators to distinguish between disruptive and dangerous behavior.

2. Demonstrate evidence-based de-escalation techniques, including intentional self-regulation strategies and non-verbal communication methods that promote safety and reduce conflict.

3. Apply the Reflect–Refocus–Restore model to conduct structured de-escalation conversations that validate concerns, build rapport, reduce social distance, and offer realistic choices to support resolution.

4. Evaluate de-escalation outcomes through post-crisis debriefing, and formulate strategies for ongoing improvement in team-based crisis response and individual care practices.

1. Why Verbal De-escalation? Introduction and Framework

2. Reaction vs. Response to an Escalating Crisis

3. The 3R Model of De-escalation: Reflect, Refocus, Restore

4. Debrief