De-escalation Academy includes approximately 82 minutes of core instruction—about 90 minutes total seat time when you factor in quizzes and navigation. The Practice Lab exercises are self-guided and optional, so the time for those will vary depending on each learner’s pace.

To begin, we’ll ask you to provide a simple three-column spreadsheet with each employee’s first name, last name, and email address. (We’ll provide you with a sample file for easy setup.) Once enrolled, each student receives login credentials to access the Academy. Every time they log in, they can view their progress in their personal dashboard. To keep you informed, we send monthly progress reports—typically by the 6th—to one designated company contact, who can share updates with managers as needed. And to keep learners on track, automated nudge emails are sent directly to active students.

We’ll ask you to send us a simple three-column spreadsheet with each employee’s first name, last name, and email address. To make it easy, we provide a sample file you can use as a template. Once we receive the spreadsheet, we handle the entire enrollment process for you.

Employees are typically enrolled and ready to begin within one business day after we receive your spreadsheet. If you’d prefer to delay the launch, we can set up enrollment so that access begins on a specific date you choose.

Once enrolled, each employee automatically receives an email with their login credentials and instructions for accessing the Academy.

Yes. Many organizations purchase a block of licenses (for example, 50) but only enroll part of the group at the start. The remaining licenses can be activated at any time, and new enrollments are usually processed within one business day. If your team grows beyond the original block, you can also purchase additional licenses at a later date.

Licenses are not transferable once a student has completed De-escalation Academy. Completion represents a full use of the license and cannot be reassigned. If, however, an employee leaves your department or company before finishing the program, we can transfer that license to another team member. We trust our partners to use this flexibility with integrity so that every license is used as intended—to support active learners.

Each employee has 12 months of access from the date of enrollment. We encourage managers to set completion deadlines that align with your organizational goals, but the program itself is self-paced. Progress reports will show where each student stands in relation to those deadlines.

Yes. You can experience the first module of De-escalation Academy for free to see the quality, tone, and depth of the training before making your decision. It’s a complete module—no clips or teasers—so you’ll get a real sense of how the program builds confidence and de-escalation skill.

[Access the Free Module]

De-escalation Academy is built on a proven method that’s already been used by frontline teams across industries—including call centers, healthcare, utilities, and government agencies.

In a recent live workshop using this exact framework:
✅ 100% of participants said the training met their expectations
✅ 93% said they would recommend it to a colleague

One attendee said:

“It was the most practical and empowering training I’ve ever attended.”

This isn’t theory—it’s real-world training that gives your employees language, structure, and confidence to handle even the toughest conversations.

Absolutely. This isn’t just a “starter” course—it’s built on advanced psychological techniques that work for both new and seasoned employees.

A recent workshop participant with years of customer service experience said:

“It was refreshing to attend a training that wasn’t just theory. The content stuck because it was immediately useful.”

Veteran customer service pros will gain structure, confidence, and new ways to lead difficult conversations.

Yes! Even if most of your customers are easy to work with, the challenging ones can still drain time, stress employees, and lead to unnecessary escalations. This training gives your team the confidence and skills to handle any difficult interaction quickly and effectively—so those rare tough moments don’t turn into major disruptions.

Yes! De-escalation Academy is designed for any customer-facing team that handles tough conversations—whether over the phone, in person, or through chat and email. These techniques work in retail, healthcare, hospitality, financial services, and any industry where employees need to stay in control and guide conversations to a smooth resolution.

Yes—because the training is designed to be applied immediately.
In fact, one participant from a recent live session said:

“The 3Ws gave me language I could use the same day.”
Plus, when you enroll now, you’ll also get the 3R Reinforcement Toolkit—so the training doesn’t fade after the videos. Your team will retain and repeat what works.

They will—because this isn’t a dry, check-the-box course.
The sessions are practical, psychologically backed, and delivered in a calm, confident tone that keeps learners engaged.
One attendee told us:

“Presented in such an engaging and calming way—I felt more confident just listening to the techniques.”

And because the course is self-paced, they can move through it on their own terms—no overwhelm.

That’s a fair question—and here’s the short answer:

YouTube is a glimpse. De-escalation Academy is full access.

While Myra’s YouTube channel offers free tips and inspiration, the Academy delivers a complete, immersive training experience designed to create confident, high-performing agents who can handle even the toughest conversations.

Here’s what sets it apart:

• A proven system, not scattered tips: The Academy teaches Myra’s full 3R De-escalation Method—Regulate, Redirect, Resolve—paired with tools like the Baby Chimp Effect and 3-Question Brain Reset. These aren’t available on YouTube.

• Guided Coaching with Myra: Learners get direct access to Myra through live Q&A sessions, where she answers questions, coaches through real scenarios, and offers tailored advice based on what your team is facing.

• Focused, ad-free environment: YouTube is packed with distractions—ads, comments, and suggested videos pulling attention away. The Academy provides a clean, private learning space that keeps employees fully engaged.

• Hands-on application: The Academy includes Practice Labs, downloadable tools, job aids, and micro-coaching prompts to ensure the learning sticks—and shows up in real calls.

• Long-term access + support: Each team member gets 12 months of unlimited access to the full course, along with updates and ongoing reinforcement.

Bottom line? YouTube gives you exposure to the ideas. De-escalation Academy gives your team the confidence, tools, and coaching to apply those ideas—and get real results.

We love that so many professionals first find Myra through LinkedIn Learning—it’s a great introduction to her teaching style and foundational frameworks.

But De-escalation Academy is an entirely different experience.

Here’s how it goes deeper:

• It’s immersive and interactive: Unlike the broad, self-paced structure of LinkedIn Learning, the Academy includes live coaching, scenario-based Practice Labs, and downloadable tools to help learners apply the training in real-world calls.

• Built for customer service teams: The Academy is laser-focused on de-escalation in live customer conversations. Every module is designed to build emotional control, reduce escalations, and boost agent confidence—something LinkedIn Learning can’t do at this depth.

• Includes Guided Coaching with Myra: Learners get direct access to Myra through live Q&A sessions. This level of real-time, personalized coaching isn’t available on LinkedIn Learning.

• Exclusive content: Techniques like the Baby Chimp Effect, the 3-Question Brain Reset, and Myra’s signature Resolve strategy are only taught inside the Academy—not available in her LinkedIn courses.

• Extended access + team support: Your team gets 12 months of access, reinforcement tools, and support to sustain behavior change over time.

LinkedIn Learning is a great first step. But if your goal is real transformation—measurable improvement in confidence, call control, and customer outcomes—De-escalation Academy is where that happens.

That’s a great question—and the short answer is: they serve different (but complementary) purposes.

The Customer Service Master Class is a comprehensive training system. It’s perfect for onboarding new hires, upskilling your entire team, and covering all the fundamentals—from tone and empathy to efficiency and handling difficult customers. It’s broad, practical, and designed to build well-rounded service professionals.

De-escalation Academy, on the other hand, is fiercely focused. It dives deep into one mission: helping your team master emotional control and confidently de-escalate even the most challenging customer interactions.

Here’s how they differ:

• Breadth vs. Depth: The Master Class touches on de-escalation as one of many essential service skills. The Academy dedicates every module to it—digging into the psychology, language, and advanced techniques that change how your team shows up under pressure.

• System vs. Specialization: Think of the Master Class as your all-in-one customer service foundation. The Academy is a specialty add-on that equips your team to handle high-stakes conversations with calm, control, and confidence.

• Exclusive Tools & Live Coaching: The Academy includes advanced tools like the Baby Chimp Effect, the 3-Question Brain Reset, and live Q&A sessions with Myra for real-time coaching—none of which are available in the Master Class.

Teams often start with the Master Class to lay the groundwork. Then they layer in De-escalation Academy to go deeper where it matters most: the moments when customer emotion is high and your team needs to stay grounded and in control.

Yes. We’ve created a detailed De-escalation Academy Training Specifications Sheet for HR and L&D teams. It outlines course length, learning objectives, delivery format, and reporting details—everything you need for implementation and approval.

[Download the HR & L&D Specifications Sheet]

Your team gets access to structured video lessons, interactive workbooks, real-world de-escalation practice, and monthly live coaching sessions with me. Managers also receive a coaching framework to ensure employees stay accountable and continue improving.

Yes! Every module includes interactive workbooks and exercises designed to help employees apply what they learn. These resources ensure they’re not just watching the training—they’re actively practicing and mastering de-escalation techniques in real-world scenarios.

The core training is pre-recorded so your team can complete it at their own pace. However, we also offer live monthly Q&A coaching sessions where employees can ask me questions, troubleshoot real customer situations, and refine their skills in real-time.

No! De-escalation Academy is completely self-paced, so your employees can go through the training on their own schedule. Whether they complete it in a few weeks or spread it out over time, they’ll have full access to all materials to learn at their own pace.

Your team will have full access to the training for 12 months, so they can revisit lessons anytime they need a refresher or additional practice.

Our courses are hosted on Kajabi, a trusted and secure platform used by thousands of educators and businesses. While Kajabi does not currently support Single Sign-On (SSO) via SAML 2 or OAuth 2, it meets modern security standards, including:

• Encrypted user data

• HTTPS throughout the platform

• AWS-powered infrastructure

• Active threat monitoring

• Alignment with the Cloud Security Alliance’s (CSA) CAIQ—a widely recognized security assessment tool

Each learner creates their own individual account to ensure accurate progress tracking, certification, and a personalized experience. For this reason, we do not offer a single license for multiple users.

Yes. If your team requires centralized access and tighter security control, we offer De-escalation Academy in SCORM 1.2 format, available starting August 1, 2025.

Here’s how it works:

• You receive a SCORM-compliant package to upload into your organization’s LMS

• Your team controls user access, reporting, and internal security settings

• The course content, experience, and learning outcomes mirror the online Kajabi version

This option is ideal for organizations that need to integrate training into their existing learning environment and security protocols.

Each time students log in, they can see their own progress in their dashboard. In addition, we send monthly progress reports—typically by the 6th of the month—to one designated company contact. That person can then share updates with individual managers as needed. To keep learners on track, automated nudge emails are sent directly to active students, ensuring reminders go straight to those responsible for completing the training.

Great question! We serve teams of all sizes—from small groups to large, multi-site organizations.

To keep it simple, we offer flexible pricing based on your team’s size and needs.
👉🏾 Click here to view full pricing and find the best fit for your team.

Need something custom? We can make that happen too—just reach out!

Yes! De-escalation Academy can be delivered in SCORM 1.2 format for seamless integration into your LMS. This allows your employees to complete the training directly within your existing learning platform while tracking progress and completion. Learn more about our LMS integration process here.

📌 Contact us for LMS pricing and custom deployment options!

Yes! We work with both check payments and POs.

If your organization prefers to pay by check or needs to go through a PO process, we’ve got you covered. Just reach out to us directly, and we’ll walk you through the next steps to make it easy.

Great question! We offer custom pricing for teams that fall between tiers. Whether you need 125 or 375 licenses, we’ll calculate a pro-rated rate just for you. You’ll get:

• A personalized quote based on your exact team size

• A simple, all-inclusive invoice—no surprises

• Full access to De-escalation Academy and all bonus content for every user

📩 Next step: Just email us or fill out the form on this page with your estimated user count, and we’ll send a tailored quote within one business day.

Yes! De-escalation Academy is designed for both new hires and experienced agents. New employees will get a strong foundation in handling difficult customers right away, while experienced agents will refine their techniques and master advanced de-escalation strategies. Many teams use this training as part of their onboarding process to ensure new hires start strong.

De-escalation Academy is designed for any industry where customer-facing employees need to handle tough conversations. It’s perfect for teams in call centers, retail, hospitality, healthcare, banking, insurance, and any environment where customers can become frustrated or difficult.