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Building Verbal De-escalation Skills

Season #2

In this mini-episode our President, Scott O'Brien, discusses 10 principles of verbal de-escalation and five body language tips that empower people during stressful confrontations. Verbal de-escalation is a skill that should be invested in for all public facing employees and internal leaders as well. Effectively de-escalating an angry customer in front of other guests can boost customer satisfaction, positive reviews, and result in repeat customers. Listen and learn and then head to website to sign up for our online verbal de-escalation course.