Portland Community College | Portland, Oregon Portland Community College

CCOG for MSD 128 Fall 2022

View archive version »
Course Number:
MSD 128
Course Title:
Crisis Intervention: Handling the Difficult Person
Credit Hours:
Lecture Hours:
Lecture/Lab Hours:
Lab Hours:

Course Description

This workshop will discuss the phases of situation crisis intervention. Topics include techniques for approaching and handling the difficult person, the potentially dangerous person, and the potentially volatile situation. Audit available.

Addendum to Course Description

Discusses the phases of situation crisis intervention. Designed to allow both in-service professionals (police and public safety officers, public safety support personnel, EMTs, firefighters, emergency 911 dispatchers, etc.) and Administration of Justice students short practice sessions on Crisis Intervention and how to approach potentially dangerous situations while in an official capacity.

Intended Outcomes for the course

  • Assess the difficult or dangerous person and select appropriate techniques for crisis intervention.
  • Turn destructive behavior into productive behavior while in an official capacity.

Outcome Assessment Strategies

  • Various individual and/or group skill building activities such as role-plays, case studies, or other exercises geared toward critical analysis of course concepts.
  • Written assignments or oral reports designed to integrate course material into personal experience or experiences of others.
  • Exams comprised of essay and/or objective questions, or an individual and/or team project or paper which requires integration, application, and critical examination of course concepts, issues, and themes.

Course Content (Themes, Concepts, Issues and Skills)


  • Appropriate communication techniques 
  • Pre-assess prior to confronting
  • Approaches to potentially volatile non-verbal behavior
  • Identify expressions of anger
  • Select appropriate techniques for dealing with anger
  • Turning destructive behavior into productive behavior

General Concepts
Crisis intervention
Problem solving
Being prepared
Volatile behavior
Open aggression
Passive aggression
Crisis intervention
Being prepared

Maintaining a calm environment
Controlling non-verbal behavior