Calming the storm (webinar recording)
An introduction to de-escalating emotionally charged encounters
You answer your phone and discover an angry caller at the other end of the line. Voices are rising in a team meeting. Your mediation is starting to heat up — and not in a good way. Your teenager loses their temper and gets up to leave the room.
What you do next can make the difference between an encounter that escalates and one that leaves you all calmly discussing the matter at hand.
This 74-minute webinar, in 4 videos, was recorded during a session Tammy taught to a workplace audience. Tammy will introduce key factors influencing the way frustrated encounters unfold and ways to defuse emotionally charged situations calmly and professionally:
Warning signs that frustration or anger is increasing.
Types of responses to avoid and why.
An easy-to-remember 3-part framework for de-escalating.
Science-informed techniques to de-escalate emotionally charged moments.