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Weekly articles you can read in 8 minutes 

I share my best articles on de-escalation, empathy, connection, call control, and delivering bad news here.

Take charge of challenging interactions with my psychologically-backed tactics.

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How I Use Forced Conflict to Unlock the Keys to De-escalation behind the workshop de-escalation training
Imagine your next phone call is from an angry customer. Are you 100% confident you can handle it? call center de-escalation customer service de-escalation de-escalation training linkedin learning
Get Angry Customers to Back Down! customer service de-escalation de-escalation training
Customer Service De-escalation: Gain the Confidence to Get Any Angry Customer to Back Down call center de-escalation customer service de-escalation de-escalation training
I pulled out my Afro pick and fluffed out my curls to teach psychological priming in De-escalation Academy! call center de-escalation customer service de-escalation de-escalation training
Stop the Domino Effect: Expert Insights on Curbing Escalations in Your Call Center de-escalation de-escalation training
Positive Positioning Can Help You De-escalate Intense Interactions with Customers. Here’s how. de-escalation de-escalation training
Another Way to Say 'No' to a Customer de-escalation de-escalation training how to say no to a customer
Ready to Start Training Your Customer Service Team to De-escalate, But Not Sure Where to Start? de-escalation training
Watch this before you talk to your next angry customer (3 Keys to De-escalating) de-escalation de-escalation training
Top 3 Ways to Calm Angry Customers de-escalation de-escalation training how to handle difficult customers
Who Desperately Needs De-escalation Training for Customer Service? call center training de-escalation training

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