A 3 hour workshop focussed on the principles and practice of verbal de-escalation. Aimed at supporting public facing teams in managing challenging customers. At the end of the workshop participants will; understand the 5 principles of de-escalation, have explored emotions and controlling ourselves, understand how to validate & how to listen effectively, understand how to offer options & choices effectively. Delivered by Milee Brambleby.
Mediation and Conflict Resolution
Public Sector Experience
Bedfordshire, Cambridgeshire, East of England, Essex, Hertfordshire, Norfolk, Suffolk
Fenland District Council
Conflict, challenging customers, verbal abuse, customer service, conflict de-escalation, public facing, career development, personal development, leadership skills, management skills