Calm in the Storm: De-Escalation Techniques
Course Overview
Calm in the Storm: De-Escalation Techniques is a 90-minute training designed to equip your team with the tools needed to effectively manage tense and challenging customer interactions. In today’s fast-paced service environment, maintaining calm and professionalism during high-pressure situations is crucial.
This course focuses on teaching de-escalation strategies that help identify and diffuse potential conflicts before they escalate, turning negative interactions into opportunities for positive resolutions. Participants will gain practical skills, such as active listening, empathetic communication, and boundary-setting, which will empower them to manage difficult customer situations with confidence and composure.
Learning Outcomes
- Manage tense customer interactions calmly and effectively
- Diffuse potential conflict before it escalates
- Listen actively and respond with empathy
- Set appropriate boundaries while maintaining professionalism
- Remain more confident in challenging situations
- Recognize rarely signs of conflict and know how to address them proactively
- Communicate more effectively with frustrated or upset customers
- Stay composed under pressure, ensuring positive outcomes
Business Outcomes
Enhanced Communication Skills
Higher Customer Retention
Improved Customer Satisfaction
Reduced Conflict and Escalation
Increased Productivity
Stronger Professionalism
Program Format
90 minutes onsite or live remote.
Presented in a multi-media, fun, interactive manner with group exercises to engage participants.
Materials and job aids support additional learning reinforcement.
Contact us to explore how we can meet your training goals! info@bonfiretraining.com / 800-888-4893
Who should attend?
All front-line employees who are the main contact for external customers should attend.