Communication Skills to De-Escalate Hostile Customers

Instructed by:
Janelle Tarasewicz, Principal Consultant | Aperture EQ

Audience:
This program is designed for supervisors and employees.

Description:
At times, our interactions and conversations with our customers, whether they are internal or external, can become hostile. These challenging conversations can quickly escalate if we don’t learn the techniques to stay engaged and communicate directly. With training and practice, we can hone our communication techniques and use these crucial skills to navigate the challenging process of having an emotionally charged discussion. With the right tools the process becomes manageable, effective, and successful.

Learning Objectives:

• Understand the biological basics for our stress and emotional responses.
• Learning techniques to defuse hostile situations.
• The rules of the “hostility game” and tactics for defeating it.
• The basics of communication (e.g., active listening, body language, and non-verbal communication, etc.).
• Conversation scripts and outlines that help guide you through the process of an emotionally charged interaction.

Participant Expectations:

• Participants are expected to have video camera capabilities and must fully participate in small group breakouts and other group interactive activities using audio or chat features as instructed by the trainer.
• Participants must attend the entire training to receive attendance credit.

• Participants must register in advance to participate
• Cancellation is required at least two business days prior to the webinar