De-escalation Skills

Do you or your team deal with demanding, emotional, or aggressive customers, being the deliverer of bad news or denied requests, or having to tell customers things they simply don’t want to hear?  

Challenging customers and escalating behaviour can lead us to feel overwhelmed and powerless. This half-day workshop aims to help customer-facing employees keep calm, confident and in control. 

Please register your interest here

Testimonial

"Stephanie had a very good delivery style, there was a lot of information but everyone was engaged throughout. I liked that we used real scenarios faced by the company." - June 2023

This half day workshop supports learners to recognise the signs of a situation escalating and identify ways to de-escalate it, including: 

• Understanding escalating behaviour  

• Strategies to de-escalate yourself 

• Recognizing escalation in communication  

• De-escalation models 

• Strategies and tactics to de-escalate others 

• Strategies to manage post de-escalation incidents 

• Reporting incidents of escalating behaviour  

• Supporting yourself and others post incident 

• And how de-escalation relates to the Health and Safety at Work Act 

• Recognise the early signs and signals of escalating behaviour and aggression  

• Identify and manage personal responses to challenging and aggressive behaviour 

• Hold a de-escalating conversation 

• Identify tools and actions to prevent and manage escalating situations 

Those in customer facing roles wanting to gain the confidence and know-how to respond to escalating customer behaviour. 

Stephanie creates a safe environment to address each person’s needs and get the relevant and appropriate message across in a fun and relatable way.  Uniquely qualified to deliver many aspects of Health, Safety and Wellness education, Stephanie informs and inspires her audiences.

She has worked as a Health and Safety Educator since 1996; beginning her journey with the Engineers Union; working for 2 years with the British Health and Safety Executive and then working for many years as a Health and Safety Consultant with various clients.

Stephanie has a Masters Degree in Consumer and Applied Science (Otago), a post graduate certificate in Occupational Health and Safety (Otago) and a Licentiate diploma in Speech and Drama from the Trinity College of London.