Thank you for verifying your email address.

This site uses cookies to provide a streamlined online-preview and purchase experience. To learn more see our current privacy policy.

United for change.
Media Partners is united with those working to end systemic racism.
Our Commitment.

Dealing with Difficult People and Situations: Principles of Verbal De-escalation
Workplace Violence Prevention Training
Program length: 11 minutes

You can't control another's behavior, but you can influence it...for better or for worse.

That is this program's fundamental principle.  The topic is especially relevant today as workplaces experience tensions related to the COVID-19 pandemic and social unrest.

On one side of the spectrum, difficult people are individuals who are simply having a bad day, perhaps facing a serious set-back or string of frustrations. At the other end, are those who are naturally angry and always looking for someone to blame. This program provides tips for both.

In most cases, the winning combination for handling emotionally-charged situations is:
Empathy + De-escalation Techniques.  

Instruction is provided in the following areas:

Keep a mindset of empathy. 

Work to de-escalate the situation

  • Things you can do to positively influence the situation from the start
  • Avoiding behaviors with the potential to escalate matters
  • How to ensure the person feels heard 

Know what to do in situations where you feel your personal safety may be at risk.

Dealing with Difficult People and Situations: Principles of Verbal De-escalation communicates key principles in a way that catalyzes understanding without overwhelming people and undermining their ability to retain the information.  


A Regulus Media release

Purchase Now!

We offer a variety of Content Delivery Options and Formats.
Please click the checkbox of the product(s) you would like to order, then click Add to Cart.


Honest opinions from the managers and employees who use our training products in the real world.
Dealing with Difficult People and Situations: Principles of Verbal De-escalation
reviewed by 0 people
Want to review? Login or Join Now

Want to write a review? Login or Join Now, and give us your honest opinion of this program.
Your review may be displayed on