This training is designed for front-line staff who may encounter hostile or aggressive customers in the course of their duties. Designed to teach Participants to: i) recognize early warning signs of anger or hostility; ii) effectively utilize personal space, body language and paraverbal communication to relieve tension and defuse hostility; iii) employ verbal intervention strategies to de-escalate situations before they become more disruptive or potentially dangerous,and iv) maintain an objective and professional attitude when responding to an agitated individual. Participants will learn to invoke four priorities essential to your organization's Violence Response Procedures, and effectively debrief once Tension Reduction occurs.