Overview

When working in a client-facing role, it is inevitable that we encounter frustrated, angry, or dissatisfied people. These interactions can range from uncomfortable to frightening. However, with the right tools and strategies, we can learn to respond calmly and effectively, turning these situations into opportunities to build trust and strengthen relationships.

Verbal de-escalation is a set of practical skills that can lead to a safer, calmer workplace. This training provides foundational skills in de-escalating emotional dysregulation.