The training program includes five to seven sessions of similar length; 45-minute sessions seem to work best. The content of the sessions should encompass the nature of a crisis, how to respond to a crisis, nonverbal interventions, verbal interventions, counteraggression, personal safety and self- protection, and recovery. Although the sessions emphasize the use of verbal and psychological skills, participants are also taught how to protect themselves from punches and kicks and how to release themselves from chokes, bites, grabs, and hairpulls. Participants should be given some advance information on the training, and the staff should establish expectations for their group's involvement. If an outside trainer is used, then some and preferably all of the staff team should attend. Throughout the training, emphasis should be upon the creation of an environment where participants help each other before they become out of control. Creation of this caring environment will lead to a significant decline in the frequency of critical incidents. 6 references