Improv(e) Your Communication:
De-Escalate Almost Anyone in Four Easy Steps
Find your communication blind spots, and learn to calm almost any conflict
We all like to think we're good communicators.
ABOUT THIS SESSION
This workshop shows people their real strengths and blind spots by having them interact with others in fun, low-pressure games, so they experience it in the room instead of just hearing about it.
Participants sharpen their listening, tighten up their verbal and nonverbal communication, and learn a simple four-step approach for de-escalating tense conversations with coworkers, clients, and customers.
Everyone leaves with tips they can use with team members and clients immediately.
The four steps to de-escalate almost anyone
1. Neutral nonverbals. Calm your face, posture, and tone so your body isn't adding fuel to the fire.
2. Listen to understand, not to respond. Stop loading your comeback and actually hear them.
3. Ask questions. Gain a better understanding while helping the other person get it off their chest.
4. Repeat it back, without advice. Show them they were heard before anyone tries to fix anything.
Who It's For
Customer-facing teams, healthcare and service staff, managers, and any team where tense conversations come with the job.
What Your Team Walks Away With
TAKEAWAYS
Discover your communication strengths and blind spots
01
Improve verbal and nonverbal communication
02
Sharpen listening skills so people feel heard
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Use four easy steps to de-escalate almost anyone
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Apply new tools with teams and clients the same day
05
Gerardo Tejado
SVP Professional Services and GM for Meetings & Events, American Express Global Business Travel
"We've worked together for the past few years in an Amex GBT keynote event and he has always delivered thought provoking content and rave reviews from participants. He makes you re-think what is important and how to be a better partner (and listener)."
Questions About This Session
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Start with neutral body language, then listen to understand instead of preparing your response. Ask questions so they can get it off their chest, and repeat back what you heard before offering any solutions.
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When we feel challenged, our brains switch into defense mode and start building a counterargument. This workshop gives people practice catching that reflex and staying curious instead.
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Yes. The four steps work anywhere tension shows up: client calls, customer complaints, team disagreements, even at home.
Pairs Well With
"Yes, and…" Leadership Through Improv
The rules of improv are the rules of great leadership
Beyond Boundaries: Unlocking Creative Genius
Help your team think differently, together
A Little Less Conversation
What your body language is saying when you're not talking