Moth+Flame VR
Inclusive De-Escalation

National Urban League

Inclusive De-Escalation

Navigate a sensitive customer interaction involving allegations of racism while learning to effectively take ownership of the customer's experience and steer it toward a better outcome. Learn the essential skills of validating their concern and expressing sincere gratitude for the opportunity to improve your service. Practice critical skills in conflict de-escalation, enabling you to defuse tense situations and foster an inclusive environment for all customers.

Scenario: Set in a public business place, engage with a dissatisfied customer who believes the actions of another customer were offensive and must be dealt with immediately.

Learning Objectives

  • Believe all perspectives
  • Take ownership
  • Thank the customer


  • Conflict De-Escalation
  • Inclusive Communication
  • Active Listening
  • Cultural Awareness

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