DE-ESCALATION SKILLS

De-escalation-Skills
delivery Delivery: Face-to-Face (recommended) or Virtual
duration Duration: Half or Full day
participants Maximum Participants: 12
recommended Recommended for:
Front-line customer service staff
qualified Fully Pre-qualified on:
buy.nsw Supplier Hub, VendorPanel and AusTender

Equip staff with the skills and tools to manage challenging customer interactions and deliver quality service

The need for staff to be able to execute quality customer service and maintain a calm, effective interaction is paramount in many organisations. This workshop focuses on building capability to manage difficult customers, de-escalation techniques, risk identification and management practices when working in challenging or hostile customer service situations.

  • WORKSHOP CONTENT

The workshop introduces participants to the key concepts of communication, behaviours and expectations before building into practical demonstration exercises. These focused, practical activities explore verbal and non-verbal communication, anticipating typical problems, how to diffuse and de-escalate in addition to how to manage and reduce stress and emotion. Throughout the workshop, the emphasis is on personal safety and equitable treatment, with skills practice scenarios to increase confidence and preparedness to manage customers and clients in crisis.

  • LEARNING OUTCOMES

Upon completion of this workshop, participants will be able to:

  • Understand customers and their changing needs
  • Identify challenging behaviour while anticipating possible risks, causes and triggers
  • Utilise both verbal and non-verbal communication
  • Assess risk levels and patterns of conflict escalation
  • Prepare strategies which diffuse and de-escalate difficult and aggressive behaviours
  • Understand the human response to conflict and danger
  • Prioritise self-protection, resilience and wellness

  • SAFE STAFF, SATISFIED CUSTOMERS

Ensure your workplace remains a safe, equitable environment while improving the quality of customer interactions.

  • NSW CAPABILITY FRAMEWORK ALIGNMENT

  • Personal Attributes
  • Relationships
  • Results
  • People Management

  • RELATED WORKSHOPS AVAILABLE:

  • Dealing Positively With Conflict
  • Influencing Without Authority
  • Effective Communication Skills
  • Building Resilience and Avoiding Burnout

This has made me feel more confident in managing difficult situations. Clear, interactive and informative.

Health Professional Councils Authority

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For more information contact us on 02 9844 2966 or This email address is being protected from spambots. You need JavaScript enabled to view it..

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Training and Coaching Solutions is part of the talkforce group, a business with a long established history at the forefront of developing and improving individuals, teams and organisations. talkforce is a dynamic people development company which offers a range of Leadership, Communication, Coaching, Facilitation and Training services across a broad range of industries and organisations. While talkforce has traditionally served the corporate sector from the most senior levels of Boards and Executive teams through to the first levels of management – the Training and Coaching Solutions business is a government and public sector specialist with its programs developed to meet those needs from the entry level through to senior management.