Verbal De-escalation for Phone Interactions
Give your team a unique and engaging training experience!
Training Delivery Options:
Self-paced and fully interactive online course available
By taking this course, participants will explore:
- De-escalation Strategies | Video Review and Analysis
- Best Practices for Pro-active De-escalation
- Response to Customer Profanity, Abuse, Threats
- Disengagement Strategies
- Pre-planning and Managing our Response
- Co-worker Support
- Response to Phone Threats
Create a shift in how workers perceive and respond to escalating interactions
Our unique and engaging verbal 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 and aggression. 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 the critical role they can take in how situations play out.
A leading expert in workplace de-escalation takes participants through the best practices of pre-planning, visualization, knowing our own limitations, verbal intervention, as well as key de-escalation strategies. We also utilize a multimedia approach, in which learners experience engaging video review and analysis, pre and post training surveys, as well as knowledge tests.
Our full-time expert Training Specialists facilitate an engaging and entertaining customizable live webinar. Along with our standard key training components, this customized session utilizes volatile customer video review and analysis.
Ready to give your team the tools they need to respond effectively?