Thunder storm with lightning

Key Learnings

  • Understand the psychological & behavioural aspects of emotional escalation.
  • Identify common challenges of verbal de-escalation and learn strategies to overcome them.
  • Learn four practical steps to de-escalate intense situations.

Calming the Storm

Strategies to de-escalate high-emotion moments

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.

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