This is the week when many of us step out of our routines.
Some people travel.
Some host. (This year I'm hosting Thanksgiving for the first time in a long while.)
Some recharge.
Some brace themselves.

And whether we’re talking about a packed airport, a busy store, a family gathering, or a tense customer interaction…
the same emotional patterns show up.

One thing I teach inside De-escalation Academy is that when people feel overwhelmed, unheard, rushed, or uncertain, they slip into fight-or-flight quickly.

Not because they’re difficult.
Not because they’re dramatic.
But because their nervous system gets activated.

And here’s the truth:

That doesn’t just happen during customer conversations.
It happens at the holiday table.
It happens in airports.
It happens in lines.
It happens in families.
It happens everywhere.

This week, you will see people move in and out of emotional spikes.
You may even feel it in yourself.

So I want to give you three simple tools — the same ones I teach frontline teams — that work beautifully in everyday life.

Not just at work.
Not just on calls.
But in those moments when emotions run high and you need to steady yourself or steady someone else.

1. Acknowledge Before You Address

When someone is in an emotional spike, they can't absorb logic yet.

Try this:

“I can see this is really important to you.”
“I hear you.”
“I want to understand — let’s slow it down for a second.”

This signals safety to the nervous system.
People calm faster when they feel seen.

2. Redirect the Energy With a Clear Focus

When someone repeats the same frustration, they’re looping — and looping is fuel for fight-or-flight.

Interrupt the loop gently by introducing direction:

“Here’s what we can do.”
“Let’s take this one step at a time.”
“Let’s start with the part you’re most concerned about.”

A small redirect can shift someone from reaction into cooperation.

3. Close With Clarity, Not Apology

Open loops create anxiety.
Anxiety keeps people emotional.
Clarity closes loops.

Try:

“Here’s what will happen next…”
“You’re all set — and if anything changes, we’ll take it from here.”

Clear closure reduces re-escalation — whether in a meeting or in a kitchen at 6pm on Thanksgiving Day.

A Final Thought for the Holiday Week

Emotional regulation isn’t about perfection.
It’s about presence.

It’s about noticing when someone is overwhelmed.
It’s about grounding yourself before you respond.
It’s about creating steadiness in moments that feel rushed or reactive.

And sometimes, emotional regulation is as simple as taking a breath before you answer — or giving someone the reassurance they didn’t know they needed.

I hope this week brings you warmth, rest, and moments of calm — both for you and for the people around you.

And next week, I’ll share a new deep-dive on why customers escalate faster now, and what leaders can do to support their teams in this new environment.