A brief introduction to strategies for managing angry people. Verbal de-escalation skills are useful for dealing with individuals in crisis, not just those who are angry. They help to calm angry or agitated persons and move the conversation to the point where both parties can begin working on shared goals. These techniques reduce the chances of physical confrontation and the attendant liability. Useful for anyone who deals with the public, receptionists, human resources personnel, security agents. Offered in the Clark International Training Center, or available for on-site training. Seminar can be tailored for one to two hours.