Course curriculum

    1. 1.1 Meet Your Instructor

    2. 1.2 Why I Teach This

    3. 1.3 How This Course Works

    1. 2.1 Where Conflict Starts

    2. 2.2 The Escalation Cycle

    3. 2.3 What Sets People Off

    4. 2.4 Check Your Read

    1. 3.1 Baseline and Deviation

    2. 3.2 Verbal Warning Signs

    3. 3.3 What the Body Gives Away

    4. 3.4 Observation Lab

    5. 3.5 Warning Signs Checklist

    1. 4.1 What Adrenaline Does to Them

    2. 4.2 What Adrenaline Does to You

    3. 4.3 Why Slow Speech Works

    1. 5.1 Tone, Volume, Pace, Words

    2. 5.2 Listen, Acknowledge, Clarify, Respond

    3. 5.3 Empathy Without Agreement

    4. 5.4 Asking the Right Questions

    5. 5.5 Phrases That Work, Phrases to Avoid

    1. 6.1 Introducing the Model

    2. 6.2 The Model Step by Step

    3. 6.3 The Model in Practice

    4. Your Opinion Matters. You, Matter. 20 Seconds

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