Episode Description
In this episode, Simon Goode explores practical de-escalation skills for managing conflict and strong emotions in both professional and everyday situations. He emphasizes techniques like using a calm tone, mindful body language, and strategies to reinforce status, certainty, autonomy, relatedness, and fairness. Through personal anecdotes and actionable advice, Simon Goode highlights the importance of self-regulation and understanding in defusing tense conversations.
TIMESTAMPS:
00:00 Using de-escalation in leadership
04:15 Introducing Shelley the Dog
09:52 Reflecting on de-escalation strategies
12:53 Managing Uncertainty and De-Escalation
13:50 How to calm difficult conversations
17:46 Using calming body language
24:25 Managing conflict with communication skills
27:23 Encouraging collaboration and fairness
30:43 Handling customer complaints professionally
33:39 Managing tasks until next meeting
35:28 Balancing autonomy and input
41:23 Discussing de-escalation strategies
42:19 Conflict resolution resources
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website: simongoode.com
email: podcast@simongoode.com