De-escalating Customer and Clients
Customer service and client facing workplaces have always grappled with the question of how to de-escalate difficult situations.
In this workshop, participants will learn a simple model for de-escalation, the origins of our emotional reactions to escalation and the active listening skills that will help calm a situation down before resolving it. Participants will take away a plan for de-escalation, helpful language to use when speaking to escalated clients or customers, a script for dealing with verbally abusive people and strategies for handing threats and violence if de-escalation does not work.
This workshop is for you if…
• you work in customer service
• you work in a client facing role
• you have to de-escalate client or customer situations in your workplace