Handling Difficult Situations
Stay calm and respond wisely when things get tense or unexpected.
For: Any volunteer
What you’ll learn
- Stay composed when a situation turns tense
- Read the warning signs that a situation is escalating
- Use body language and words to de-escalate conflict
- Choose a safe, appropriate response in the moment
- Know when to involve staff or call for help
Screen your volunteers for $5
VolunteerBadge runs FCRA-compliant background checks for just $5 — with identity verification built in. No monthly fees, no contracts.
Create a free account →Course outline
- 1
Why your calm is the most useful tool you have
5 min
- 2
Reading the warning signs early
5 min
- 3
De-escalation: your body and your voice
6 min
- 4
Setting limits without a power struggle
5 min
- 5
Your safety and when to call for help
5 min
- 6
After the moment: recover, report, reflect
4 min
- 7
Practice: walk through it like a pro
4 min
Sources & further reading
- Crisis Prevention Institute (CPI) — Top 10 De-escalation Tips
- Occupational Safety and Health Administration (OSHA) — Workplace Violence — Overview & Prevention
- OSHA — Recommendations for Workplace Violence Prevention Programs (OSHA 3153)
- SAMHSA — 988 Suicide & Crisis Lifeline — Frequently Asked Questions
- 988 Suicide & Crisis Lifeline — Get help for yourself or someone you are worried about
This course is educational and provides general information about the Fair Credit Reporting Act and volunteer-screening best practices. It is not legal advice. Laws vary by state and change over time — consult a qualified attorney about your organization’s specific obligations.