Everyone recognises it; a normal conversation that escalates unexpectedly. Whether with a customer, student, client or colleague, sometimes emotions run wild, sometimes emotions run high and frustration and anger arise. In an increasingly demanding society, it is crucial to develop skills that allow you to turn tension into calm and connection. This de-escalation training will give you the tools to act effectively and confidently in challenging situations. You will also practice with realistic, hands-on situations under the guidance of an experienced actress. After the training, you will feel confident in de-escalating. You will be given practical tools to turn conflicts around and learn to control your own communication and behaviour.