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 dealing with people, 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. I can share with you and your staff or team what I learned in 20 years about de-escalating a situation and we will have fun doing it with dynamic scenario role-playing.

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