De-Escalation: Staying Steady when Emotions Run High


ID : 32366   

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In today’s workplace, tension isn’t rare — it’s inevitable.

Whether you work on the front lines with customers, patients, members, or the public (or you support teams who do), the ability to stay calm and confident when emotions spike is no longer optional. It’s a necessary skill at every level.

In this dynamic and highly practical 2-hour session, you’ll learn how to interrupt escalation in real time — without making the situation worse or taking it home with you. This interactive experience blends relatable stories, real-world scenarios, and practical tools you can apply the very next day.

Participants will discover:
  • What pushes our buttons — and why values-based triggers escalate situations quickly.
  • How stress hijacks our thinking before we realize it.
  • A practical 5-step de-escalation framework you can use immediately.
  • What to say (and what to avoid) to lower defensiveness.
  • How attitude, tone, and word choice transform outcomes.

You will walk away from this session equipped with practical tools you can use the very next day.

 
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Class Details

1 Session(s)
Weekly - Thu

Location
West Davenport Center

Instructor
Paulette Milewski (CI) 

Tuition:  $195.00

Schedule Information

Date(s) Class Days Times Location Instructor(s)
11/12/2026 - 11/12/2026 Weekly - Thu 09:00 AM - 11:00 AM Davenport, West Davenport Center  Map, Room: Classroom C Paulette Milewski (CI) 

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