Verbal De-Escalation Training

Ensure that your teams have the appropriate skills to handle a hostile or aggressive situation. Unfortunately, our front line teams are seeing an uptick in guests who may be under stress or unhappy about certain mandates. This could also include circumstances involving cultural sensitivities. If a team member understands the basic concepts of verbal de-escalation, it would greatly increase the odds of turning an unpleasant situation into a pleasant encounter and increasing safety.  This would include tips such as:

• identifying an escalated guest
• understanding triggers
• communication skills (big focus of the training)
• physical environment awareness
• guidance for when a guest starts recording