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Half Day | Max. 20 Participants
Workshop Outcomes
- Know how to recognise the three types of complainers
- Understand the causes and triggers of aggressive behaviour
- Display empathy to defuse conflict situations
- Know how to use the EAR method in managing customer conflict
- Know what to do to prevent violence when your customer is becoming increasingly aggressive
- Use proactive and neutral language to prevent customer reactivity
- Know how to protect your own stress levels and wellbeing when a situation escalates
Topics Covered
- Causes and triggers of aggressive behaviour
- Ways to prevent escalation to violence
- The 4 Stages of escalation
- Protecting yourself and ways to self-care
- Safe de-escalation techniques
- Defusing skills
- Proactive language and behaviour
- Reporting incidents within company procedure
Location
- Willing to work remote
- Willing to work interstate
How can this workshop be delivered?
- Face to Face
- Virtual
Overview
In today's fast-paced and high-stress world, customer conflict is inevitable. De-escalation skills are crucial in managing conflict effectively, minimising potential harm, and maintaining positive relationships with your customers.
In this program, we explore how to manage customer conflict and safely de-escalate. You’ll discover the communication skills that can prevent escalation, and how to safely manage the situation when it does occur, while protecting your employee wellbeing. We will also examine case studies and real-world examples to better understand how de-escalation can be applied in your workplace.
By the end of this course, you will have developed the practical tools and techniques needed to successfully navigate challenging situations. These skills will help you build stronger relationships, increase productivity, and achieve greater customer satisfaction.
This workshop can be delivered both face-to-face or virtually, depending on the needs of your organisation.
Workshop Outcomes
- Know how to recognise the three types of complainers
- Understand the causes and triggers of aggressive behaviour
- Display empathy to defuse conflict situations
- Know how to use the EAR method in managing customer conflict
- Know what to do to prevent violence when your customer is becoming increasingly aggressive
- Use proactive and neutral language to prevent customer reactivity
- Know how to protect your own stress levels and wellbeing when a situation escalates
Topics Covered
- Causes and triggers of aggressive behaviour
- Ways to prevent escalation to violence
- The 4 Stages of escalation
- Protecting yourself and ways to self-care
- Safe de-escalation techniques
- Defusing skills
- Proactive language and behaviour
- Reporting incidents within company procedure
Who is this workshop for
Managers, Team Leaders, Frontline Teams, Call Centres
Handouts/materials provided
Quality training booklet and handouts
What to bring
Pen and highlighter
Facilitator
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
About the facilitator
Ava Lucanus is a customer experience specialist who helps organisations to communicate more effectively and align their customer experience with their brand promise. Drawing upon four decades of knowledge and experience, Ava works with organisations Australia wide, and is recognised as an authority in her field.
She provides consulting, training, and coaching programs for every level within business to fully optimise their relationships.
Ava's clients describe her as fun, expert, positive, motivational, practical, and inspirational, and her attendees consistently comment that their biggest takeaways came from the interaction and experiential style of her workshop sessions.
She's been interviewed by ABC radio for her expertise in managing challenging customers, and has been guest writer for Business News and various industry magazines and blogs.
Ava is among an elite group of less than 10% of speakers globally who have been awarded the international accreditation Certified Speaking Professional (CSP). In being awarded the CSP, Ava has met the strict criteria of experience, expertise, and professional ethics, as well as a commitment to ongoing education and client satisfaction. This ensures her message will be memorable, meaningful and relevant to your team.
In 2020 Ava achieved the globally recognised Certified Virtual Presenter accreditation, showcasing her expertise in presenting virtually.
Based in:
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