About Course

Give your staff the confidence to respond calmly and effectively when customers become upset, frustrated or distressed.

This practical de-escalation training introduces clear, proven communication principles that can help reduce tension, improve customer interactions and prevent everyday conflict from escalating.

Designed for employees who work with the public, the program uses realistic examples to demonstrate how listening, acknowledging concerns and showing understanding can create better outcomes before policies, procedures or next steps are explained.

The training is suitable for a wide range of industries and provides practical guidance that staff can apply in real customer situations. It can help employees feel better prepared, support staff wellbeing and contribute to safer, more respectful customer interactions.

Course Content

Introduction

Introduction into De-escalation

10.23 Min