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

Or contact us to schedule a live webinar or in-person workshop.

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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.

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 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.

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Live Webinars

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.

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