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-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.
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.
