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