Crisis Management & De-escalation provides essential skills for handling high-pressure situations effectively. This course focuses on proactive strategies to anticipate crises, mitigate risks, and maintain composure during emergencies. Participants learn de-escalation techniques, crisis communication protocols, and decision-making under stress. Practical scenarios and role-playing exercises simulate real-world challenges, equipping learners with confidence to defuse tensions, prioritize safety, and uphold organizational reputation. By emphasizing preparation and responsiveness, the course empowers professionals to manage crises with resilience and strategic clarity.
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Douglas E. Noll’s book De-Escalate: How to Calm an Angry Person in 90 Seconds or Less provides a step-by-step guide to managing conflict and defusing anger in tense situations. The book is grounded in neuroscience and communication techniques that help readers turn hostility into calm, productive conversations. Noll argues that traditional conflict resolution methods often fail because they do not address the underlying emotional needs of an angry person. Instead, he introduces a counterintuitive but highly effective method: affective labelling, or the practice of acknowledging and verbalising the emotions of the upset individual.
In Verbal Judo: The Gentle Art of Persuasion, George J. Thompson, a former police officer and martial artist, introduces a communication method designed to defuse conflict, improve persuasion, and handle difficult conversations with tact and effectiveness. The book provides strategies for using language to maintain control in tense situations while fostering cooperation and mutual respect. Thompson's approach is based on the idea that words, like martial arts, can be used to redirect aggression and turn conflicts into productive exchanges.
Crisis Management: Planning for the Inevitable by Steven Fink is a foundational book on crisis management, offering a detailed guide on how businesses and organisations can anticipate, prepare for, and effectively respond to crises. Fink, a leading expert in the field, argues that crises are not random or unpredictable events but rather inevitable occurrences that organisations must proactively manage. He provides practical strategies to minimise damage, protect reputations, and ensure business continuity during turbulent times.
Dealing with Challenging Customers - Part 2 expands on effective strategies for handling difficult interactions and resolving conflicts...
Crisis Management & De-escalation provides essential skills for handling high-pressure situations effectively. This course focuses...
During this topic, we will explore how to deal with angry or difficult clients, highlighting specific tips and techniques that you...
This course highlights how mindset influences customer interactions. Participants explore how adopting a customer-centric mindset enhances...
How do we put the needs and requirements of a client first, ahead of anything and everything else? Helping you deliver excellence to...
Do you feel as if you are not always getting the best results out of your conversations with your clients? Do you have beliefs that...
Providing an exceptional service for stakeholders within our organisations is imperative for the smooth running of departments and...
During this webinar you will explore ideas of how to adapt your current customer service skills to an increasingly remote world to...