Body language and de-escalation techniques

Foundations of Body Language & Communication

Facial Expressions

Para-verbal Communication

Recognising & Interpreting Body Language

Aggressive Body Language

Defensive & Closed Body Language

Attentive Body Language

Contextual Interpretation

De-escalation Techniques – Strategies and Skills

Simple Listening

Active Listening

Empathy & Validation

Apologising (Without Taking Blame)

Agreeing with the 2% Truth

Inviting Criticism

Physical Presence and Non-Verbal Interventions

Stance and Angle

Respecting Personal Space

Touch and Gestures

Exercise 1 – Hand Gestures

Exercise 2 – Mirroring

Exercise 3 – Personal Space Zones

Final Assessment

Quiz: Interpretation of Body Language

Quiz: De-escalation Techniques

Quiz: Communication Mix

Apologising (Without Taking Blame)

Body language and de-escalation techniques De-escalation Techniques – Strategies and Skills Apologising (Without Taking Blame)

Use genuine, blame-free apologies like “I’m sorry you’re having a hard time.” This shows care while avoiding liability or false admissions.

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