The Art of De-escalation: Staying Calm When Emotions Run Hot
When emotions run high, logic goes offline. In those moments, a single conversation can determine whether a situation cools down—or explodes into lasting damage for relationships, teams, and projects. In this practical, story-rich session, former law enforcement leader and de-escalation expert Dr. Jim Warwick will share tools he used for over 26 years in patrol, K-9, and special operations—then translated into workplaces, schools, and community organizations. You’ll learn what actually happens in the brain during an “emotional hijack,” why anger is almost always a secondary emotion, and how to respond in ways that help people calm themselves rather than escalate further. Drawing on the Behavioral Change Stairway Model used in crisis negotiation, Jim will show you how to move from active listening → empathy → rapport → influence → behavior change—even when stakes are high and tensions are running hot. Whether you’re dealing with a heated project meeting, a difficult stakeholder, or a tense workplace disagreement, you’ll walk away with skills you can use immediately.
In this webinar, you’ll learn how to:
• Recognize the early signs of emotional escalation—and your own triggers.
• Understand what happens in the brain during “fight or flight” and why reasoning often fails in the heat of the moment.
• Use active listening, mirroring, and emotion labeling to help others move from reaction to reflection.
• Apply tone, body language, and silence intentionally so you don’t unintentionally pour fuel on the fire.
• Avoid common mistakes like saying “calm down” or sounding patronizing, especially over text and email.
• Turn conflict into an opportunity for deeper understanding, stronger relationships, and better outcomes at work.
Who Should Attend
People leaders and managers Project managers and team leads HR and people & culture professionals
Earn 1 PDU when you attend live on Zoom!
January 7, 2026 12:00pm EST
