bonfire-logo-est
Contact Us
call US
sign in
Home » Onsite and Live Remote Courses » Customer Service » Calm in the Storm: De-Escalation Techniques

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.

download catalog
pricing
umbrella in rain

What to Expect

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
Download PDF

“When we are no longer able to change a situation, we are challenged to change ourselves.”

Viktor Frankl

Business Outcomes

  • Enhanced Communication Skills
  • Higher Customer Retention
  • Improved Customer Satisfaction
  • Reduced Conflict and Escalation
  • Increased Productivity
  • Stronger Professionalism

How This Works

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.

Be Your Best, On Purpose, Every Time.

Make a difference with each customer in a way that connects them uniquely to your organization.
Let's Get Started