HR0678- Sometimes we encounter customers or clients who become emotionally overwhelmed or agitated. It is in these situations that we need to use our assertive communication skills to calm the other person, take charge of the situation, and move towards a resolution to the issue. The de-escalation techniques presented in this workshop provide useful tools to diffuse, re-direct, or de-escalate conflict situations.

Learning Objectives: After the workshop, participants should be able to:

• Recognize when clients may be emotionally overreacting to stressful situations.
• Identify words and behaviors that indicate a situation could be escalating.
• Learn techniques to help defuse emotions, and redirect the client interaction in order to achieve a positive outcome.