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You answer your phone and discover an angry caller at the other end of the line. A frustrated co-worker confronts you angrily in the hallway. A member of the public storms into your reception area. What you do next can make the difference between an encounter that escalates uncontrollably and one that leaves you both calmly discussing the matter at hand.

This session will teach you the key factors for influencing the way high-heat encounters unfold and how to defuse high-heat situations calmly and professionally. You will leave this session knowing:

  • The warning signs that a person’s frustration is escalating.
  • Effective ways to de-escalate high-heat encounters.
  • The types of responses and reactions to avoid.

Duration: Approximately 2 hours

NOTE: Your progress through this course is automatically saved. Return to the 'My Training' page to resume the course at anytime.

  • Tammy Lenski2

    Tammy Lenski

    Dr. Tammy Lenski is a mediator, executive coach, speaker, and the author of two bestselling conflict resolution books. Since founding her conflict resolution firm in 1997 she’s helped thousands of leaders and managers worldwide turn organizational and team conflict into collaboration. Recently featured in both Inc. and Bloomberg Businessweek, Tammy was honored in 2014 by the Association for Conflict Resolution for innovative and pioneering work in her field. She lives in Peterborough, NH.



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