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1:46 
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Professional Development 
EducatorMark CukroPresident of Plus One Consulting and Founder of Service Team Training
De-Escalate at the Doorway
- 1:45 min
- Published lesson
When a resident answers the door upset, don’t match their energy—lower yours. Use the AER method: Acknowledge, Empathize, and Reassure. It’s not personal—it’s the problem. Stay calm, find a solution, and leave them feeling heard and helped.
EducatorMark CukroPresident of Plus One Consulting and Founder of Service Team Training Related lessons
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