GOALS OF THE COURSE
WHAT IS VERBAL
WHAT ARE THE BENEFITS OF VERBAL
WHAT IS THE TRAINING AGENDA FOR VERBAL
VERBAL JUDO is a tactical communication-training
course. Dr. George Thompson Ph.D. is the President and
Founder of the Verbal Judo Institute. He has applied his
diverse experience, including ten years as an English
Professor, as well as five years as a Police Officer, to
create an internationally recognized training program in
VERBAL JUDO is offered as a 2-day or
1-day training program. The principles and tactics
taught enable graduates to use "Presence and
Words" to calm difficult people who may be
under severe emotional or other influences, redirect
the behavior of hostile people, diffuse
potentially dangerous situations, perform
professionally under all conditions and achieve
the desired outcome in the encounter.
Healthcare Professionals know they must be mentally
flexible to handle all the situations that come up in a
typical day. They understand how to use words as a tool
rather than as a weapon. And they keep focused on the
goal of each encounter.
To be successful we must be able to read people and
situations as opportunities for progress, taking
appropriate action for each event without letting our
personal feelings sabotage the results we are looking
Verbal Judo teaches the skills necessary to remain
centered and focused during any verbal circumstance. You
will learn to redirect behavior, diffuse difficult
situations, and generate voluntary compliance from
people not on their best behavior. Although people may
not always like what they have to do, they will
understand the need to be cooperative.
With patients, family members, peers, strangers or
even doctors, Verbal Judo will give you the edge in any
encounter, increasing the value of the Healthcare
experience and the quality of your life.
Welcome to Verbal Judo, where work doesn't have to be
another four-letter word.
GOALS OF THE
- Diffuse Potentially Dangerous Situations
- Lessen Stress At Work And At Home
- Enhance The Employee’s Reputation
- Enhance The Organization’s Reputation
- Decrease Vicarious Liability
- Enhance The Ability To Articulate In All Arenas
WHAT IS VERBAL
Verbal Judo, or Tactical Communication, enables
healthcare employees to focus on the behavior of other's
while maintaining their own and others safety and then
use Appropriate Presence and Words to
achieve a professional purpose.
Verbal Judo, like Judo itself, uses the energy of
others to master situations. It contains a set of
communication principles and tactics that enable the
user to generate cooperation and gain voluntary
compliance from others under stressful conditions. These
tactics are especially useful when dealing with hostile,
angry, upset, frustrated or disgruntled people.
Verbal Judo teaches a philosophy of how to look
creatively at conflict, offering specific, powerful, and
usable strategies to resolve tense situations.
Healthcare professionals will learn to respond to
situations rather than react to personal feelings.
Additionally employees will come to understand how to
deal with difficult people and how to use conflict
management tactics to diffuse confrontational
The course has precisely defined training goals that
address concerns important to both the organization and
its individual employees. They are:
SAFETY: Employees use words to prevent confrontations
from becoming violent situations, reducing the potential
injury to employees and those with whom they interact.
ENHANCED PROFESSIONALISM: Employees recognize the
impact their words have on others and use language
appropriate to each encounter. Employees perform
professionally, thus creating a positive organizational
REDUCED VICARIOUS LIABILITY: Employees who handle
encounters skillfully and professionally are less likely
to generate complaints and lawsuits. Employees trained
in Verbal Judo will be able to describe their reasoning
and explain their actions according to professional
This program is designed for employees whose duties
require them to resolve tense confrontations peacefully
and safely. Verbal Judo is the top rated communication
course in the country with over 600,000 graduates.
WHAT ARE THE
BENEFITS OF VERBAL JUDO?
Verbal Judo teaches a philosophy of how to look
creatively at conflict and then use specific strategies
and tactics to find peaceful resolutions. Verbal Judo
teaches a means of creatively examining problems and
reaching solutions while preserving individual dignity
and organizational integrity. Maintaining a
"Professional Face" is crucial if employees
are to remain under emotional control during
disagreements or conflicts and be able to effectively
find solutions to these potentially violent encounters.
Performance must always be part of the professional
process; it ensures true professionalism in all working
environments: with our peers, and supervisors, with
other departments in our organization, and most
importantly - with our primary contacts - patients.
Healthcare organizations can expect that once their
staff are trained in Verbal Judo, they will know the
- How to use Words to achieve professional
purposes and how to resist using language to express
personal feelings, thus controlling themselves
inside so they can exert control on the outside.
- How to employ empathy and the art of
"Representation" to become Contact
Professionals, maintaining self-control and
staying in contact with the needs of the
organization and their audience.
- How to effectively deliver words that are on
target by first understanding the receiver's point
of view, including the "Five Step"
approach to persuading difficult people.
- The art of "Translation" - to ensure
that communication is on target and understood by
- The art of "Mediation" - delivering
words in the form of a personal appeal, in order to
achieve voluntary compliance from people who are
under temporary emotional influences, ranging from
uncertainty and confusion to anger, mistrust, and
- How to use the four appeals of persuasion and the
twenty-four principles of street smarts.
- The five conditions where words fail and employees
must move beyond verbal communication.
WHAT IS THE
TRAINING AGENDA FOR VERBAL JUDO?
The Goals Of The Course
Traits Of A Professional
The Goal Of The Professional
The Tools Used To Achieve This Goal
The Habit Of Mind Necessary To Achieve This
The Contact Professional
The Art Of Representation
Communication: From The Receiver's Point Of
Three Survival Truths Of Communication
Verbal Karate Versus Verbal Judo
The "Five-Step" Style Of
How To Recognize When Words Fail And
Be Prepared To Move To Action: S.A.F.E.R.
The Three Arts Needed To Be A Professional:
Representation, Translation And Mediation
The Four Appeals Of Persuasion
The Forty-Six Principles Of Disinterest
The "Tactical Eight-Step" Meet
OBJECTIVES AND INTRODUCTION
There are five primary goals for teaching Verbal
Judo: 1. - PERSONAL SAFETY, 2. - ENHANCED
PROFESSIONALISM, 3. - LESS COMPLAINTS, 4. - LESS
VICARIOUS LIABILITY and 5. - LESS PERSONAL STRESS.
Employees are safer when they use their words to achieve
a professional purpose rather than express their
personal feelings. The most dangerous weapon an Employee
carries is the "Cocked Tongue." He must use
words as tools not weapons. Mind and mouth disharmony
causes violence. Everything we teach in Verbal Judo can
markedly enhance the Healthcare Professional’s ability
to look good and sound good, as well as be
good. The way we do what we do is often the
difference between success and failure. This "Art
of Delivery" results in employees generating fewer
complaints and hence generating fewer lawsuits from
their actions. Organizations trained in Verbal Judo have
seen reductions of up to 80% in complaints and an untold
amount of dollars saved in lawsuits. All of this results
in less stress for the Employee and the Organization.
In this module, we define and show how to become the
consummate Professional. Presented is an in depth
definition of Professionalism, defining its central
goal: Generating Voluntary Compliance. The tools
available to the professional are listed, with detailed
emphasis on Professional Presence and Words. We
present the philosophy of ‘mushin’ and show the
employee how to become "The Contact
Professional," the ultimate artist in representing
the goals of the organization.
The Employee works in an arena of verbal assault. In
this section, we teach them the skills necessary to
present a "Professional Face" at all times.
Knowing more about communication than the people with
whom they interact enables them to become who they have
to be to handle difficult situations. The module
stresses that 93% of a Professional’s effectiveness
lies not in his message but in his "Delivery
Style." We teach not only what the delivery style
is but also how to use it more effectively.
Here we show employees the difference between an
offensive attacking style of language, Verbal Karate,
and the professional re-directive power of Verbal Judo.
We define our terms and demonstrate technique over brute
power. We illustrate Verbal Judo in action through the
"Five-Step" style of persuasion using real
examples. If the Professional uses the five-step
discipline, he CANNOT LOSE. We teach the limits of words
and how to reach their maximum power.
NO EMPLOYEE IS SAFE IF HE IS TALKING WHEN HE SHOULD
BE ACTING. Hence, we teach the five times when words
fail -- summed up by the acronym S.A.F.E.R. -- and show
how to evaluate the threat and move to other appropriate
Contact Professionals are the great PERSUADERS in
America. Here we teach the three arts necessary to
change the way people may want to behave when they are
under the influence of liquor, drugs, rage, stupidity or
greed. How to influence difficult people to think better
for themselves than they may naturally desire is the sum
of the three arts.
To show Employees how to verbally "hook people
up" for their own good, we teach the four basic
appeals of Persuasion and arm them with 46 or more
principles of disinterest or flexibility taken directly
from cops on the streets. Knowing the four appeals
enables Professionals to remain flexible in their
approaches to persuasion and more efficient in their use
of words. Knowing the ethical and verbal principles
helps Employees stay centered and focused on the goal of
generating voluntary compliance rather than reacting to
In this section, we teach the "Tactical
Eight-Step", a safer and more powerful approach to
greeting people, one that elicits far less resistance
and misunderstanding and sounds professional and strong
throughout. Put together with the "Five-Step
Style", these two disciplines arm Employees with a
TACTICAL ADVANTAGE they have never had before. There is
a better way to do business, and this is it!