Equip yourself and your team with practical techniques to safely manage and defuse volatile conversations.
Our full-time expert Training Specialists facilitate customized in-person workshops and webinars for virtually every industry from coast to coast. We incorporate spontaneous and job-specific scenarios, while providing expert coaching to participants as they learn to de-escalate and safely manage.
Create a shift in how workers perceive and respond to escalating interactions
Our unique and engaging phone de-escalation training gives employees the confidence and skills to effectively respond to the continuum of client and customer conflict, from low-level agitation through to verbal abuse, aggression, and threats. This course is designed to create a shift in how workers perceive and respond to escalating interactions, and as a result, workers assume greater responsibility for their choices and better understand the critical role they play in how situations unfold.
Have a Training Date In Mind?
We offer flexible scheduling to fit our clients’ needs. Check with our team to secure your spot today.
Who Can Benefit From This Training?
This training benefits a wide range of industries, including healthcare, education, retail, hospitality, public services, corporate offices, social services, emergency services, manufacturing, and financial services. Any organization where employees interact with the public over the phone or in video calls can gain valuable skills in managing and de-escalating potentially volatile situations.
What Will You Learn?
- De-escalating Caller Anger | Audio Review and Analysis
- Effective Response to Foul Language, Verbal Abuse, Harassment, and Threats
- Pre-planning and Managing our Response
- Disengagement Strategies
- How and When to Trade Off With a Co-worker
- Enhancing Proactive Customer Service
- Reporting and Documenting Incidents
We are proud to be a Canadian firm.