Want people to communicate, collaborate and connect?
Our powerful, practical one-day programs change mind-sets and build skills.
Provide staff with skills and scripts to de-escalate emotional
interactions with customers, clients or community members.
In this interactive 2-hour online workshop participants will learn:
- Why people behave aggressively in their specific customer service environment
- How to de-escalate aggressive or challenging behaviour using the the acronym HEAT (Hear them out, Empathise, Apologise, Take Action)
- When to seek support or to end the interaction if they feel unsafe