What to Expect from Online De-Escalation Training

Learn important de-escalation skills that can help you deal with stressful situations or a crisis in the workplace. PLA’s online training course includes:

  • A basic sequence for de-escalating others

  • Effective tools for emotional self-management

  • The basics of escalated conflict

  • How to attend to customers and coworkers

  • Learning Assessments & Certificate of Completion

Our asynchronous Customer De-escalation Training Workshop utilizes our industry-leading methods, which have been successfully taught and applied to participants in more than 60 industries around North America, from small retail shops to Fortune 100 companies.


– Overview of basic escalated conflict theory, psychology, and neurobiology

– Practical self-regulation and emotional self-management techniques

– Learn to put care before position or policy enforcement without eliminating policies

– Learn to utilize basic conflict psychology in de-escalating conflicts

– Reflective listening techniques

– How and when to implement reassurance during de-escalation

– How and when to use an apology effectively

– Using policy or rules explanation effectively

– Learning to open a space for collaboration with customers

**Approximately 90 minutes to complete**

**Includes interactive practice exercises and multi-media lessons**

**Includes Certificate of Completion**

Course Instructor

Dr. Jeremy Pollack is a leader in the field of workplace conflict resolution and peacebuilding. He is the Founder of Pollack Peacebuilding Systems, an international conflict resolution consulting firm. Dr. Pollack coaches and trains executives and employees at a variety of levels and industries, from Fortune 500 companies to major non-profits. He has a Ph.D. in Psychology and an M.A. in Negotiation, Conflict Resolution, and Peacebuilding. Read more about Dr. Pollack HERE.

Our Clients

Logo of Amazon
Logo of Deloitte
Logo of U.S Department of Veterans Affairs
Logo of Robinhood
Logo of Booking.com
Logo of U.S. Department of Agriculture

What Our Clients Say

Photo of Safa Harak

Safa Harak

Project Manager,
Habitat for Humanity

“The program exceeded my expectations. The content was both holistic and specific, the coaches were knowledgeable and supportive, and the course materials were very useful and well-designed.”

Ayla Whittington

Creative Director,
Zen Media

“The content is structured in a way that is easy to understand and the frameworks they built make it memorable. Thank you for creating such an impactful course which has helped me build the foundation of my leadership style.”

Nicole Wingfield

RN Clinic Director,
So Others Might Eat (SOME)

“This course has made me more aware of my weaknesses and strengths as a leader. Most importantly, I’ve learned that leadership is something that will always need cultivating.”