301: Wish I Hadn’t Said That: The Fine Art of De-Escalating Conflict

Have you ever wished you could get a do-over after your words or actions missed the mark? Have you ever been confronted by a participant and longed for the words that would make things better, not worse? Or have you ever seen a name on the schedule and thought “Oh, no, she is always so angry!” Well then, this session is for you. Learn how to take the sting out of misplaced words and how to avoid taking the bait when clients confront with anger or frustration.