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supports the continued use of verbal and non-verbal communication techniques and currently employs <br /> non-confrontational strategies, when possible, in all aspects of its service to the community. <br /> City staff proposed definition: <br /> Page 8. The SRO will, when appropriate, engage in de-escalation tactics to resolve conflict. De- <br /> escalation is the process of using strategies and techniques intended to decrease the intensity of a <br /> situation including, but not limited to verbal and non-verbal communication techniques and, when <br /> possible, using non-confrontational practices to gain control. <br /> 2 <br />