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. Without the skills and confidence to handle these situations, we run the risk of damaging our relationships with others and contributing to our own emotional exhaustion.

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 and behavioral agitation.

Participants will:
1. Identify the psychological & behavioral aspects of emotional escalation
2. Identify common challenges of verbal de-escalation and learn strategies to overcome them
3. Learn to recognize and manage your own heightened emotions