Conversations with donor families often occur during moments of intense emotion, where grief, anger, mistrust, fear, and urgency can quickly influence communication and decision-making. In these situations, Donation Advocates must navigate not only complex discussions about donation but also the emotional dynamics that can either strengthen or disrupt trust, understanding, and connection. Effective de-escalation requires more than communication skills—it requires emotional awareness, stress tolerance, and the ability to remain calm and present when emotions are running high.
Participants will examine how emotionally charged interactions affect both families and advocates, including the impact of anger directed at systems, the role of perceived safety and control, and the ways emotional intensity can influence decision-making. The session highlights de-escalation strategies such as active listening, emotion labeling, validation, reflective responses, and thoughtful pacing to help advocates create rapport and reduce resistance during difficult conversations.
Through real-world examples, applied strategies, and discussion of emotional self-regulation, participants will learn how to reduce tension, establish trust, and navigate difficult conversations with empathy and professionalism. The webinar also addresses the cumulative impact of emotional labor, emphasizing the importance of recovery practices, healthy boundaries, and sustainable self-care. The goal is not to eliminate emotion, but to manage it in ways that protect relationships, support families through difficult decisions, and enable advocates to remain effective over time.
Learning Objectives
Speaker:
Jessica Kennedy, who shared strategies based on her background in crisis intervention and victim advocacy.
Participants will examine how emotionally charged interactions affect both families and advocates, including the impact of anger directed at systems, the role of perceived safety and control, and the ways emotional intensity can influence decision-making. The session highlights de-escalation strategies such as active listening, emotion labeling, validation, reflective responses, and thoughtful pacing to help advocates create rapport and reduce resistance during difficult conversations.
Through real-world examples, applied strategies, and discussion of emotional self-regulation, participants will learn how to reduce tension, establish trust, and navigate difficult conversations with empathy and professionalism. The webinar also addresses the cumulative impact of emotional labor, emphasizing the importance of recovery practices, healthy boundaries, and sustainable self-care. The goal is not to eliminate emotion, but to manage it in ways that protect relationships, support families through difficult decisions, and enable advocates to remain effective over time.
Learning Objectives
- Recognize early signs of emotional escalation in donor family conversations, including verbal, emotional, and behavioral cues
- Explain how stress and emotion affect communication, decision-making, and perception during high-stakes conversations
- Apply practical de-escalation techniques to slow conversations down and reduce tension while maintaining empathy and respect
- Use verbal and nonverbal strategies that help families feel heard, understood, and emotionally supported
- Manage their own emotional responses to remain grounded, present, and effective during difficult interactions
Speaker:
Jessica Kennedy, who shared strategies based on her background in crisis intervention and victim advocacy.
PO Box 1409, Erie, CO, 80516-1409
Phone number: 866-433-4276
Phone number: 866-433-4276
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