Description
John will share on 3 basic concepts using the acronym, ACE: Appearance (Body Language) Communication (Tone of Voice) and Engagement (Active/Reflective Listening)
From his 20 years of experience as a police officer, John will share how you can diffuse difficult situations by offering actionable steps on de-escalation and handling conflict.
Some of John’s take-aways will be:
- Button pushing words and statements to avoid
- The power of empathy
- Appropriate body language, posture and vocal delivery
- Mental preparation
ABOUT JOHN:
John Riley spent 20 years with the Grand Rapids police as a road patrol officer, 17 of those years on night shift. He had a front row seat to many volatile situations, and through observation and personal experience he realized there are 3 basic core concepts that will greatly help de-escalate a potentially volatile situation with someone who is angry, loud, rude and obnoxious. After retiring in 2015 John created Gentle Response LLC, with a goal of sharing and passing on what he learned to anyone who wants to develop the knowledge, skills and CONFIDENCE to handle a stressful situation and prevent it from becoming a critical explosive incident.”
