Are We Good? De-escalation for Real Life

Sound familiar?

The customer who’s two seconds from yelling. The coworker who’s had enough and isn’t hiding it anymore. The stranger in your lobby who just crossed a line.

This book is for the people standing in that moment: teachers, store managers, HR directors, receptionists, social services staff, park rangers, call center reps, healthcare workers, and anyone else whose job puts them in front of someone having their worst day.

After more than thirty years in law en…