Public Safety Quarterly Training – De-escalation of Employee & Customer Confrontation


Date(s) - 11/07/2023; 8:00 am - 10:00 am


Brossman Business Complex

Our 4th Quarter Public Safety Training is De-escalation of Employee & Customer Confrontation presented by Officer Dell Isola of the Ephrata Police Department.

Stress levels are at an all-time high for employees and customers which can sometimes result in heated interactions.  This training will provide tools to identify and de-escalating dangerous situations in the workplace.  We encourage entire teams to participate in this important training.

These important trainings are offered to our members completely free of charge.

Topics covered include:

1) What is de-escalation

2) Universal Truths of Human Interaction

3) Implementing De-escalation tactics using the Behavioral Staircase

4) Identifying Common Outburst vs. Acute Mental Health Crisis

5) When to disengaged immediately & call for police assistance

The training will be conducted by Officer Dell Isola Patrol Officer with the Ephrata Police Department and currently serves on Lancaster County Special Emergency Response Team (SERT) as a Crisis/Hostage Negotiator. Officer Dell Isola first became certified as a Crisis Intervention Team (CIT) member in 2003, and he has been an active and participating member of CIT ever since.  With regard to his advanced training in de-escalation skills/techniques, Officer Dell Isola has successfully completed de-escalation/negotiation certification training programs provided through the Federal Bureau of Investigation (FBI), the National Tactical Officers Association (NTOA), the Police Executive Research Forum, and Force Science Institute. Officer Dell Isola holds a bachelor’s of science (BS) degree in Behavioral & Addictions Counseling through Elizabethtown College, a master of arts (MA) degree in Human Services Counseling (with a Law Enforcement cognate) through Liberty University, and he is currently a doctoral student at Liberty University – presently pursuing a doctorate of education (EdD) degree in Community Care Counseling (with a Traumatology cognate).   Throughout his 20-years of public service, Officer Dell Isola’s focus and passion within law enforcement has always revolved around crisis intervention – heavily relying upon the behavioral sciences as a means of fostering safe, productive, sustained, and positive outcomes.



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