It is said that approximately 65% of communication consists of non-verbal behaviours. Of the remaining 35%, inflection, pitch, and loudness account for more than 25%, while less than 10% of communication is actually “said”. This training will explain how to first use non-verbal communication to help an agitated youth in care step down from being in panic mode. Once non-verbal tactics are in place, verbal de-escalation can be a logical next step in dealing with someone who is agitated. Remember, reasoning with an enraged person is not possible. The first and only objective in de-escalation is to reduce the level of arousal so that discussion becomes possible. The trainer will teach the general guidelines for verbal de-escalation.