Give your team a unique and engaging training experience!
Training Delivery Options:
Self-paced and fully interactive online course available
![Two women looking at a computer screen. One woman is smiling and sitting closer to the screen wearing headphones and smiling. The other woman is standing behind her, slightly out of focus.](https://arete.ca/wp-content/uploads/2022/10/Untitled-design-2022-10-18T145102.542.png)
By taking this course, participants will explore:
- 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
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.
![Screenshot of an ARETE presentation slide about handling phone interactions. With image of man yelling at phone and woman speaking and standing in front of a white wall.](https://arete.ca/wp-content/uploads/2022/10/Screenshot-2022-10-18-150928-1024x532.png)
Online Training
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 phone de-escalation strategies. We utilize a multimedia approach, in which learners experience engaging audio review and analysis, pre and post training surveys, as well as knowledge tests.