Introduces different ways people act out when dealing with an irate customer or coworker and how to de-escalate such situations. Exposes students to techniques to better communicate in stressful stiuations. Also covers how verbally calming an upset person can open communication so the situation can become a cooperative and productive interaction.

  • Prepare to deal with irate and emotionally charged people
  • Become better equipped to de-escalate situations and accomplish the assigned task
  • Be able to make the workplace a less stressful and more harmonious environment
  • Be able to utilize techniques to show a person you are interested and listening
  • Have the ability to create a cooperative atmosphere and resolve situations without conflict
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Tom Davis

Tom served honorably during the Vietnam War in the U.S. Navy. He graduated from University of Central Florida with a bachelor's degree in criminal justice and serves as an adjunct instructor at Eastern Florida State College. Tom has also provided training to both public and private organizations on workplace violence issues and dealing with difficult situations.

Tom was recruited to the Florida Department of Law Enforcement's group of elite special agents. Tom was also selected to become an FDLE criminal profiler through training from the FBI Behavioral Sciences Unit partnering with the International Criminal Investigative Analysis Fellowship. In June of 1999, Tom was awarded the elite distinction of being one of only a few hundred profilers in the world outside of the FBI by the International Criminal Investigative Analysis Fellowship. After the attacks of 9/11, Tom served with the FBI Joint Terrorism Task Force (JTTF).