Chat & Phone De-escalation
Phone & Online Chat De-escalation Training
Resolution Education’s Online Chat and Phone De-escalation training is an engaging and content-rich course designed to equip your team with vital skills for handling challenging conversations with heightened individuals over the phone or through online chat.
This can include:
- Verbal de-escalation training
- Email de-escalation training
- Online chat de-escalation training
- Social media de-escalation training
Who Will Benefit From Our De-escalation Training?
De-escalation training benefits all employees who regularly engage in online chat or phone conversations and may encounter challenging interactions with heightened or angry individuals. By equipping your staff with this interactive training package, which incorporates proven strategies and techniques, you can effectively safeguard their well-being and ensure their ability to handle such situations confidently.
Resolution Education has trained a range of customer-facing personnel at all levels, within various organisations. We understand that, depending on the roles of different employees, the types of situations likely to be encountered can vary greatly.
All training is based on our proven A.D.P. Framework, and concepts are customised so staff can receive the most relevant and effective written and verbal de-escalation training possible.
Contact us today to discuss your Online Chat and/or Phone De-escalation Training requirements.
Course Overview
Duration:
Delivery:
Location:
Capacity:
What To Wear:
Training Outcomes
- Be able to recognise the signs of a person becoming agitated
- Increase your awareness and preparation to handle any phone call or online communication
- Learn strategies to deal with threatening and abusive situations
- Strengthen your ability to evaluate a situation, to make more informed and appropriate decisions
- Develop your confidence in using appropriate de-escalation techniques to handle escalating phone calls and online communication
- Learn how to control your emotions during an escalating situation
- Be able to use your voice and tone appropriately to help resolve an issue
- Be able to effectively communicate with people who are under the influence of drugs or alcohol
- Be able to effectively communicate with people who are facing mental health challenges
Course Outline
All course outlines are based on the proven A.D.P. Framework and are customised through consultations with your organisation prior to the day of training. This ensures that the needs of the participants are addressed, as their safety and increased confidence in dealing with difficult situations is our priority.
The training is focused on two modules of the A.D.P.
Framework: AWARENESS and DE-ESCALATION, which teaches participants how to mitigate and combat incidents of aggressive and escalated behaviour whilst on the phone or engaging in online communication such as emails, social media, and website chat features.
A more detailed training course outline can be provided by contacting us directly.
You Will Receive
- An excellent course of fun and interactive training including role playing
- Real-life skills including greater confidence, self-awareness, conflict resolution, and self-defence.
Our Training & Services
Customise Your Training Now
Contact Us
Melbourne
Melbourne, VIC 3000
Parramatta Sydney
Parramatta Square, NSW 2150
South Adelaide
Hindmarsh Square, SA 5000
Perth
Perth, WA 6000