Course Preview
What to Expect from Online De-Escalation Training
Learn important de-escalation skills that can help you deal with stressful situations or a crisis in the workplace. PLA’s online training course includes:
- A basic sequence for de-escalating customers
- Effective tools for emotional self-management
- The basics of escalated customer conflict
- How to attend to customers’ psychological needs
- Learning Assessments & Certificate of Completion
Course Price
$89.00- Approximately 90 minutes to complete
- Includes interactive practice exercises and multi-media lessons
- Includes Certificate of Completion
- This course is also offered in Spanish
Need to enroll 10 or more participants?
Request Bulk OrderCourse Details
Course Mode
Online
Course Workload
PT1H30M
Course Type
Paid
Course Currency
USD
Course Price
$89.00
Course Description
Our asynchronous Customer De-escalation Training Workshop utilizes our industry-leading methods, which have been successfully taught and applied to participants in more than 60 industries around North America, from small retail shops to Fortune 100 companies.
Course Curriculum
- Overview of basic escalated conflict theory, psychology, and neurobiology
- Practical self-regulation and emotional self-management techniques
- Learn to put customer care before position or policy enforcement without eliminating policies
- Learn to utilize basic conflict psychology in de-escalating customer conflicts
- Reflective listening techniques
- How and when to implement reassurance during de-escalation
- How and when to use an apology effectively
- Using policy or rules explanation effectively
- Learning to open a space for collaboration with customers
Course Details
Course Provider
Organization
Course Provider Name
Peaceful Leaders Academy
Course Provider URL
www.peacefulleadersacademy.com
Dr. Jeremy Pollack
Course Instructor
Dr. Jeremy Pollack is a leader in the field of workplace conflict resolution and peacebuilding. He is the Founder of Pollack Peacebuilding Systems, an international conflict resolution consulting firm. Dr. Pollack coaches and trains executives and employees at a variety of levels and industries, from Fortune 500 companies to major non-profits. He has a Ph.D. in Psychology and an M.A. in Negotiation, Conflict Resolution, and Peacebuilding. Read more about Dr. Pollack!
Training Testimonials
What Our Clients Say
Safa Harak
Project Manager,
Habitat for Humanity
“The program exceeded my expectations. The content was both holistic and specific, the coaches were knowledgeable and supportive, and the course materials were very useful and well-designed.”
Ayla Whittington
Creative Director,
Zen Media
“The content is structured in a way that is easy to understand and the frameworks they built make it memorable. Thank you for creating such an impactful course which has helped me build the foundation of my leadership style.”
Nicole Wingfield
RN Clinic Director,
So Others Might Eat (SOME)
“This course has made me more aware of my weaknesses and strengths as a leader. Most importantly, I’ve learned that leadership is something that will always need cultivating.”
