From Communication to De-escalation: EUAM Supports Police in Critical Incident Management
December 17, 2025
EUAM Ukraine delivered a two-day workshop on critical incident management for officers of the National Police of Ukraine in Odesa. Fourteen officers took part in the training, which aimed to strengthen the capacity of those who are often the first to arrive at the scene of complex and high-pressure incidents affecting public safety.
The National Police plays a central role in maintaining security and stability across communities, frequently operating in environments marked by trauma, uncertainty, and heightened stress among the population. Police officers are required to engage with people experiencing severe psychological pressure, fear or distress, yet formal preparation for these interactions is often limited. Responding to these challenges, NPU officers requested EUAM’s support in building their ability to manage crisis situations and conduct effective crisis negotiations.
Critical incident management is a key law enforcement technique used to communicate with individuals who may be threatening violence, including barricaded subjects, stalkers, armed offenders attempting to evade arrest, or hostage-takers. In many cases, the first officers on the scene must initiate communication before specialised negotiation teams arrive, making proper training essential. The workshop focused on preparing officers to respond to high-risk situations that require rapid decision-making, clear communication, and coordinated action – from natural disasters to armed threats or mass-casualty events.
Throughout the two days, participants took part in practical exercises designed to strengthen their ability to prioritise actions, allocate resources efficiently, and maintain composure in chaotic environments. The training placed particular emphasis on communication tools that help de-escalate dangerous situations and reduce risks to both civilians and law-enforcement personnel.
Among the participants was Andrii, a police officer from the Kherson region currently assigned to Berislav district, where he supports evacuations and assists civilians living only a few kilometers from the front line. Reflecting on the training, he said: “Our work now is 24/7. Drones fly over us constantly, and the people who remain in the villages near the frontline live under enormous psychological pressure. This training reminded me how important it is to enter into a person’s situation, especially when they come straight from combat or are simply exhausted by the war. Earlier, I did this instinctively, but now I understand better how to use dialogue to calm a person and show them that I understand what they are going through. After this course, I will consciously apply these techniques – to listen more, to find a common language, and to help people feel supported in these very difficult conditions.”
To ensure sustainability, EUAM conducts these workshops together with an NPU officer specialising in negotiations, who joins as a co-trainer. This approach not only equips participants with practical tools but also strengthens the co-trainer’s ability to eventually lead the programme independently. Through this model, EUAM continues to support the long-term development of crisis response capacities within the National Police.
