De-escalation Skills Training for Employees | Dr. Jeremy Pollack

Dr. Jeremy Pollack shares practical de-escalation strategies that help employees stay calm, defuse tense situations, and promote a respectful workplace environment. De-Escalation & Conflict Resolution Resources 👉 De-Escalation Training Workshops https://pollackpeacebuilding.com/de-e... 👉 Workplace Conflict Resolution Training Workshops https://pollackpeacebuilding.com/conf... 👉 Online De-Escalation Training https://peacefulleadersacademy.com/co... 👉 Online Conflict Resolution Training https://peacefulleadersacademy.com/co... 📚 Free Customer De-Escalation eBook https://pollackpeacebuilding.com/the-... 📚 Free Workplace Mediation eBook https://pollackpeacebuilding.com/ebook/ In this video, Dr. Pollack explains practical techniques for managing emotions, reducing tension, and resolving difficult workplace and customer interactions before they escalate into larger conflicts. 00:30 De-escalation psychology overview 01:05 What tends to escalate people 02:30 De-escalation Step 1: Listen & Repeat 03:23 De-escalation Step 2: Empathize & Apologize 04:43 De-escalation Step 3: Reassure & Resolve In this video, Dr. Jeremy Pollack, an applied social psychologist and workplace conflict specialist, explains why it's important to de-escalate before you can resolve a conflict. He then shares his 3-step process for de-escalating a customer situation, including: Listen and repeat: This shows the customer that you're hearing them and that you care about their problem. Empathize and apologize: This helps the customer feel understood and validated. Reassure and resolve: This shows the customer that you're committed to finding a solution. Dr. Pollack also shares some tips for using these steps effectively, such as using active listening skills, avoiding defensiveness, and staying calm. If you're looking for ways to improve your customer service skills, this video is a must-watch! Or learn about de-escalation training services at https://pollackpeacebuilding.com/de-e... #customerservice #deescalation #conflictresolution #workplaceconflict #conflict_management #difficultconversations #customerexperience #customersatisfaction #pollackpeacebuilding This is for dealing with: angry customers frustrated customers stressed customers how to calm down a customer how to handle angry customers how to resolve customer complaints customer service tips customer service skills