FEBRUARY 13, 2017: JOHN RILEY, “Managing and Defusing Heated Confrontation Under Pressure”




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



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.”

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