Training Videos
A selection of training videos and learning content I have designed and delivered, focused on building confidence, improving performance, and supporting real-world application. These examples highlight my instructional design approach, facilitation style, and commitment to practical, human-centered learning.
A practical, scenario-based training designed to help customer-facing teams confidently manage difficult conversations and reduce conflict. This video walks learners through proven de-escalation techniques, including emotional validation, tone control, solution framing, and effective boundary setting.
Built with real-world customer scenarios in mind, the training emphasizes empathy, professionalism, and actionable communication strategies that can be applied immediately on the job. The content is designed to improve customer outcomes while supporting employee confidence, resilience, and service consistency.
Focus areas: Conflict resolution, emotional intelligence, communication skills, and customer experience recovery.