There are times when tone and phrase can be used in your defence to diffuse a difficult situation. The best outcome involves some skilled moves while ensuring that things move in the right direction - toward a peaceful conclusion. We call this Verbal Judo and it does indeed require some learned skills and dedicated training.
Verbal Judo provides information and tools to assist staff to keep psychologically safe whilst working with the public. Participants learn to assess the level of psychological risk present in any given situation by better understanding their own signs of distress so as to identify what sort of action to take. Participants learn techniques to de-escalate or diffuse a situation and when it is best to walk away and seek additional support. Please contact your Relationship Manager for more information or to book in this training.