De-escalation Techniques for Customer Service Teams

Marketplace Packages

  • Description

    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.

  • Specialism(s)

    Mediation and Conflict Resolution

  • Work Location

    Bedfordshire, Cambridgeshire, East of England, Essex, Hertfordshire, Norfolk, Suffolk

  • Previous Clients

    Harlow DC, East Suffolk DC, Babergh and Mid Suffolk Council, Huntingdonshire DC

  • Core Skills

    Conflict, challenging customers, verbal abuse, customer service, conflict de-escalation, public facing, career development, personal development, leadership skills, management skills

Instruct Package

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If you need any help or advice please contact us at either marketplace@eelga.gov.uk or 01284 758300