Individual: 197 USD, Teams (up to 60 learners): 1997 USD, Enterprise: (61+ learners) 4997 USD.

Twelve Months Access. Three enrollment options:

  • 01

    Hard lessons about confidence and assertiveness

    • De-escalation Comes Down to 4 Things

  • 02

    Psychological Communication (Building confidence & influence)

  • 03

    6 Tactical De-escalation Maneuvers

    • Gayle King De-escalates

    • Calm, Composure, and Containment in the Face of Aggression

    • First 3 Lessons from Gayle: Simple assurances, labeling without judgment, and voice tone

    • Applying the First 3 Lessons

    • Lessons 4 & 5: Find Common Ground and Don't Meet Force with Force

    • Adopt & Apply

    • Lesson 6: The Echo Tactic for Focusing the Customer

    • You've Put In the Work!

    • S.M.A.R.T. Goal-setting

    • Ask Myra a question

  • 04

    The 4R De-escalation Method

    • You'll redirect the interaction and regain control!

    • Step 1: Recognize

    • Step 2: Reframe

    • Step 3: Redirect

    • Redirect with Optioning

    • Hold the chicken

    • What the chicken-salad sandwich teaches us

    • Redirect with 3 Closed-ended Questions

    • Redirect the Customer's Topic

    • Step 4: Resolve

    • Ask Myra a question

    • 4R Method Quiz

  • 05

    Saying 'No' and Denying Requests

    • The Feel, Felt, Found Method for Saying 'No'

    • What to Say to the Customer Who Asks for Your Supervisor

    • Ask Myra a question

    • Saying 'No' Quiz

  • 06

    Graduation + Certificates + Q & A

    • Q & A! (Optional, but helpful)

    • What to Say When a Customer Cusses & Other Tough Situations (The handout I reference in the Q & A)

    • Letter to your boss

    • Letter to My Boss Template

    • You did it!

    • Will you give me feedback on De-escalation Academy?