After 7 years in the Army as an infantryman I became a police officer, and despite all the lights and sirens and drama on TV from shows like Cops, I learned early in my career that 99% of my time was spent simply talking to people, mediating between people, and de-escalating situations with people! I strongly believe that your body language, your tone of voice and whether you are actively listening will strongly affect how you handle a volatile situation with a loud angry person.
It was while preparing a conflict de-escalation class for my church security team that I realized what I had to share and teach would benefit anyone who deals with the public. I can share with you and your staff or team what I learned in 20 years about de-escalating a situation and I reinforce it with dynamic scenario role-playing. I will help you and your team develop the knowledge, skills and confidence to deal with a loud angry person, and prevent a stressful situation from becoming a dangerous critical incident.