by John Riley | May 5, 2023 | Uncategorized
Most people in the customer service industry, especially those with frequent face-to-face interaction with customers and clients, know how important it is to smile and make eye contact while talking to someone. Unfortunately there are those who just do not “get it”,...
by John Riley | Feb 3, 2023 | Uncategorized
Unfortunate incident at Dave and Buster’s restaurant has lessons about effective and successful conflict de-escalation. In late January, 2023, in Jacksonville, FL, a cook beat another employee to death. -> If you allow yourself to become offended, frustrated, or...
by John Riley | Dec 30, 2022 | Uncategorized
De-escalation Lessons From a Rabid Raiders Football Fan, a woman who pretty much harassed a Patriots fan on Dec 17th, 2022, and who about went unhinged on the fan after the Patriots basically threw away the tied game at the last moment and the Raiders won. Jerry...
by John Riley | Sep 24, 2022 | Uncategorized
Feeling “offended”? You may end up escalating the situation! A point I emphasize in my training seminars is that when you allow yourself to become offended, or frustrated, or impatient, you are increasing the likelihood that YOU will be the one to end up...
by John Riley | Sep 22, 2022 | Uncategorized
Epic De-escalation Fail by Deputies results in fatal shooting of a young man suffering through a mental health crisis. It absolutely was avoidable. The incident occurred on June 10, 2022, in Clear Creek County, Colorado, and the body-cam video, dispatch audio and all...
by John Riley | Aug 13, 2022 | Uncategorized
De-escalation tips from recent incident between a Spirit airline agent and woman, there are several de-escalation tips, techniques, lessons from the recent viral tik tok video of an incident in Texas between a Spirit Airlines agent and a woman. How could this...
by John Riley | May 20, 2022 | Uncategorized
This road rage incident was avoidable across the board, and there are several teaching/training points to be made. Link to news article on Florida road rage incident How could this incident have been avoided? 3 things I teach people (Especially to young people now...
by John Riley | May 12, 2022 | Uncategorized
Your size and shape can and will escalate a situation! A point I make in my training seminars is to encourage students to be aware of how they appear and come across to another person, especially if that other person is stressed and agitated. Larger, wider, taller...
by John Riley | May 7, 2022 | Uncategorized
Do “De-escalation” efforts always work? Absolutely NOT! There is NO such thing as a single word or phrase, some magical word or phrase, that will just “de-escalate” a person or situation! Yet the general public continues to convince itself,...
by John Riley | Apr 21, 2022 | Uncategorized
2 misconceptions from the tragic OIS in Grand Rapids. A point that I make in my training seminars is that there is an absolute lack of understanding by the public of what “de-escalation” really is, and what de-escalation efforts looks and sounds like....
Recent Comments