How to De-Escalate in High-Stress Situations

Angry clients. Frustrated parents. Overwhelmed students. Anyone can be pushed to their limits and lash out in stressful situations. But what if you were on the receiving end of someone’s ire? Would you know what to say or do?  What if you made things worse by saying the wrong thing?

In this interactive training, you will learn the same communication techniques employed by FBI
negotiators to de-escalate high-stakes situations that you can apply in moments of crisis.
Discover the step-by-step process to build your communication skills so you can approach emotionally-charged situations, get the situation under control and keep your cool at the same time.

Student Learning Outcomes:
Students will be able to learn how to use powers of observation to guide actions
Students will be able to increase capacity for sound decision-making 
 Students will be able to know what to say and how to say it to gain cooperation
 Students will be able to manage emotional triggers to remain in control 
Students will gain confidence in managing difficult situations and conversations


Next Training Available: 

Tuesday, November 7th, 2023 from 9am - 11am

Virtually via Zoom

Cost: $129.00



Email or call 607-936-5501 for more information on upcoming dates or opportunities for your corporate training needs!

Businesses in Chemung, Schuyler and Steuben interested in seeking funding to send promising leaders from their organizations to this training should contact CSS Workforce NY at  607-937-8337.

SUNY Corning Community College is committed to ensuring equal access to students with disabilities. If you believe that you will need accommodations while taking this course, please contact Accessibility Services by phone 607-962-9262 or email to begin the process of requesting accommodations. We strive to coordinate accommodations in a timely manner, but some accommodations may not be available when you need them if you do not give timely notice.

Fern Chan

 I believe that everyone has genius in them to share with the world. Whether it is   an idea, your unique experience, or just doing your job and reporting out             information, what you have to say matters.

 As a recovering Death-by-PowerPointer, I know what it's like to share all your   knowledge only for it to be forgotten the moment you stop talking, or worse, to   see people dozing off! 

I figured out a way to get my message across that engages the audience and made me feel more confident knowing that what I said made an impact. And now, I want to share this with you to level up your presentation skills like a Jedi Master!   

I want to help you unleash your genius in a way that is engaging and fun, so your presentation leaves an indelible impression.