SKILLS FOR DE-ESCALATING 

3-hour workshop

Course Description
​Do you have difficulty dealing with angry customers or colleagues?  Imagine having the confidence that comes from having effective tools to manage the minefield of emotional explosions that can happen in the workplace. Learning new approaches and strategies to defuse difficult situations makes it easier to go to work everyday. 

​In this workshop, learners will:

• Understand the dynamics of anger - when and how to intervene
• Learn how to defuse angry or upset people
• Gain strategies to manage your emotions and interactions in escalated situations
• Learn communication tools to manage difficult situations to reduce stress and anxiety
• Practice using these skills to verbally defuse tense situations​

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​Who will benefit from this workshop:

• Frontline workers, team members, supervisors, and managers
• Anyone who deals with customers, clients, or members of the public
• Anyone who has signage that unacceptable behavior will not be tolerated
• Teams wanting a shared set of skills to manage difficult situations

Learning and practicing de-escalating skills and strategies are not only beneficial for frontline workers and supervisors when dealing with customers or clients, it can also have a positive impact on overall health. ​