Sep 30 2020


All Day

De-escalation – effective and safe communication for Customer Care settings

This is an interactive scenario-based workshop which focuses firstly on understanding ourselves and those challenging behaviours from others that push our buttons. It then moves onto explore effective ways of managing difficult and/or risky situations and provides participants with necessary verbal skills to de-escalate customers who present angry or challenging behaviour.

Thinking about the challenges and risks
Anger on a continuum and conflict in context
Reflection on self in the face of behaviours that challenge
Staff confidence in responding to abusive and aggressive behaviour
The role of communication in de-escalation