Join me, Jeffrey Thorne, on People Problems by EaseWorks as we dive into the essential skills of mastering de-escalation techniques for public-facing employees. In this episode, we explore how to stay calm and collected in challenging situations, turning potential conflicts into opportunities for positive engagement. Learn to recognize the triggers behind public outbursts, set a positive tone from the start, and use effective de-escalation phrases to foster understanding and collaboration. We'll also discuss when to disengage for safety and the importance of prioritizing employee well-being. Equip yourself with practical strategies to navigate tense interactions with confidence and empathy. Tune in to transform your public-facing role into a source of growth and connection.