Core Concepts Quiz Document
A 10-question multiple-choice quiz covering the core concepts of de-escalation, the HEAT model, body language rules, and active listening techniques.
Calm Master Slides
An expanded slide deck for teaching de-escalation and active listening techniques, now featuring body language, power phrases, common pitfalls, and escalation protocols.
Core Concepts Quiz Answer Key
A teacher-facing answer key for the 10-question Core Concepts Quiz, providing correct answers and conceptual justifications.
Service Showdown Cards
A set of role-playing scenario cards designed to help students practice de-escalation techniques and active listening in common customer service situations.
Calm Master Facilitation Guide
A teacher-facing facilitation guide providing pacing, discussion prompts, and role-play tips for the de-escalation and active listening lesson.
Calm Master Pocket Guide
A compact reference sheet for students featuring the HEAT model, active listening tips, the 'No' sandwich technique, and de-escalation power phrases.
Calm Master Quiz
A student quiz assessing knowledge of de-escalation techniques, the HEAT model, body language, and the 'No' sandwich technique.
Calm Master Quiz Answer Key
A teacher-facing answer key for the Calm Master Quiz, providing correct answers and example responses for scenario-based questions.
Calm Master Rubric
A comprehensive rubric for evaluating student performance during de-escalation role-plays, featuring criteria for HEAT model application, active listening, and professionalism.