In summary, the only useful de-escalation skill is to reflect back emotions with a simple you statement. Customers know when you're lying, and promising you can help is a lie unless you've already found a surefire solution. As people devoted to protecting and serving, officers are quite comfortable using silence during interrogations, but may not be quite so comfortable using it on the street. It doesnt matter how nicely, or assertively, you ask. What we like: Breaking down a complex problem can help you score quick wins for the customer. In the video the woman is upset that her new shoes broke, so the employee appeared empathetic and calm throughout the conversation which comforted the woman and allowed her to think more rationally. You dont want your child to feel shame for having emotions. Although an officer's inclination may be to intervene immediately, that may not always be the best response. - . First, you are less likely to be triggered by the insults because you are not paying attention to them. In other words: People care more about a service rep's behaviors than they do a rep's actions. Try not to laugh at this funny clip compilation! Its important to appear calm and non-threatening throughout your childs meltdown. //