Скачать или смотреть Validation in Crisis Intervention: Why Listening Isn’t Always Enough

You can be calm, ask good questions, and still struggle to move the call forward.

This video explains why validation matters and how to use it effectively on mental health calls.

On many crisis calls, officers are already doing what should work. They’re listening, staying professional, and trying to de-escalate, yet the person still pushes back or says, “You’re not listening.” That moment creates frustration and uncertainty about what to do next.

In this video, I break down validation, one of the most misunderstood skills in crisis intervention training. You’ll learn why validation is not agreement, what it actually does for the person in crisis, and how acknowledging emotion and context helps people feel understood without giving up control or professionalism.

This is a practical communication skill you can apply on real mental health calls, disturbance calls, and emotionally charged situations where de-escalation matters. When people feel understood, emotions tend to lower, defensiveness eases, and conversations become more productive.

DISCLAIMER: This video is for training and educational purposes only. Always follow your agency’s policies, procedures, and legal guidelines.

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