De-escalation

De-escalation

Instructor Led, Virtual or in-person options.

Confidence and composure turn tense moments into positive outcomes.

This full-day, small-group workshop equips participants with the strategies and techniques needed to manage escalating situations with calm authority.

Through interactive practice and real-world scenarios, learners will explore the phases of escalation, recognize triggers, and apply proven models like RESPECT to defuse conflict and reset interactions.

Participants leave with greater confidence, empathy, and practical tools to reduce conflict and restore positive relationships in the workplace.

DESIGNED FOR:

  • Front-line service staff who regularly interact with customers or clients.

  • Supervisory staff supporting teams in high-stress environments.

  • Managers seeking to strengthen workplace safety and service culture.

In this course you'll learn how to:

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    Recognize the factors that may contribute to an escalating conflict
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    Identify the triggers that may shape your response in tense situations
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    Understand the phases of escalation and the most appropriate response for each phase
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    Use self-awareness and self-management to guide your response to escalating situations
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    Apply the steps of the RESPECT Model for de-escalation

Starting at $2949

Instructor-Led · Full-Day · 10 to 25 seats · Delivered by certified experienced trainers

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