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.
Overview
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
Client and staff safety
Participants will
Identify those behaviours that ‘push our buttons’
Identify strategies for self-control in the face of aggressive and/or distressed behaviour
Identify why people become angry or defensive, and recognise the early warning signs
Describe a range of assertive techniques in order to help people regain control
Discuss the importance of debriefing following challenging situations
Understand organisational and legislative policy in relation to safe practice
