Topic: De-esclation Trainings

Dennis Kistner, owner of Mahaffreys Pub in Canton chats with customers from behind the bar July 23, 2020 in Baltimore, MD. With spikes in coronavirus infections, restaurants and bars in Baltimore have to close down indoor seating Friday. (Photo by (Katherine Frey/The Washington Post via Getty Images)

De-escalation as customer service

Ashlie D. Stevens