How I Use Forced Conflict to Unlock the Keys to De-escalation
In my de-escalation and customer service workshops, I force conflict with your team, step back, and observe how they work through the issue. Frustration, lack of listening, and failure are expected during the exercise.
My next step is to debrief the activity to reveal best practices for problem-solving and de-escalation. The exercise is fun and transformative!
By the time the de-escalation training is over, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in control as they bring down the temperature in interactions and guide customers to the next steps.
Take a peek inside my engaging de-escalation workshop, and then book your training!
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