Learning Objectives

Our unique and engaging phone de-escalation training gives employees the confidence and skills to effectively respond to the continuum of client and customer conflict, from low-level agitation through to verbal abuse, aggression, and threats. This course is designed to create a shift in how workers perceive and respond to escalating interactions, and as a result, workers assume greater responsibility for their choices and better understand the critical role they play in how situations unfold.

  • De-escalation Strategies | Video Review and Analysis

  • Best Practices for Pro-active De-escalation

  • Response to Customer Profanity, Abuse, Threats

  • Disengagement Strategies

  • Pre-planning and Managing our Response

  • Co-worker Support

  • Response to Phone Threats

Interactive Learning Experiences

A leading expert in workplace de-escalation takes participants through the best practices of pre-planning, visualization, knowing our own limitations, verbal intervention, as well as key phone de-escalation strategies. We utilize a multimedia approach, in which learners experience engaging audio review and analysis, pre and post training surveys, as well as knowledge tests.
Enroll Today

Video coming soon!

Engineers and Geoscientists BC

Great presenter that was easy to follow! I thought that all the topics were really on point but I especially appreciated the real-life examples of de-escalation.

Sheraton Wall Centre

I'm going to recommend this telephone course to ALL my administrative networks at my organization.

Surrounded By Cedar Child & Family Services

The scenarios are good and demonstrate situations that will absolutely occur in a person's day-to-day job experience, while the details may be different, difficult callers are going come through, and the training demonstrated some great language skills that we can take forward and put to use in more than just our regular jobs, but also our personal lives as well.

Lions Auto Protection

I have been in phone customer service for over a decade, and there are some techniques that will definitely help going forward!

Sheraton Wall Centre

A realistic approach to dealing with disgruntled callers. Didn't give 'cookie-cutter' answers or responses to say back to clients.

Government of Northwest Territories

This course should be provided to every employee that deals with people.

Engineers and Geoscientists BC

Great presenter that was easy to follow! I thought that all the topics were really on point but I especially appreciated the real-life examples of de-escalation.

Manitoba Public Insurance

Excellent course! Trainer provided realistic examples and thorough explanations for solutions that would align with most organizations' customer service practices.

Indigenous Services Canada

This was a very helpful course, it allows people to manage difficult situations without internalizing negative interactions.

Regional Municipality of Wood Buffalo

I enjoyed taking this course. The course was well organized and presented. I would highly recommend this course to anyone. Thank you for the opportunity to take this course.

Proven and Effective Strategies for De-escalation

ARETE’s leading edge training serves to create a shift in how employees perceive and respond to potential conflict with customers and clients. As a result, workers assume greater responsibility for their choices, while recognizing their critical role in de-escalation.
Start Today

Benefits

  • Improved Customer Service Motivation

    With the focus on the impacts of customer anger and agitation on workers, the training shows learners that they have a choice in how they respond.

  • Enhance Confidence

    This training recognizes that we have choices in how we respond to potential conflict. With personal well-being as a priority, workers are more likely to make effective choices during interactions.

  • Reduced Employee Stress

    When provided with the confidence and practical tools to respond to and manage customer behaviours throughout the continuum of conflict, employees often experience reduced personal stress, enhanced safety and increased service motivation.

Pricing

Thinking of putting through a number of employees? We offer bulk pricing for larger groups. Please contact us through the email link below for more details.

Training Specialists

ARETE Training

Founded in 1992, ARETE Safety and Protection Inc. (pronounced – a ‘reh tay) has developed a unique approach to the prevention and management of workplace violence and conflict, setting us apart as the industry leader. ARETE has trained organizations throughout North America, from coast to coast, for thirty years. ARETE workshops receive acclaim as the most relevant, effective, and well-researched programs available; consistently praised for having a profoundly positive and empowering impact on participants’ work and personal lives.

Give your Team the Tools They Need to Respond Effectively

Get started now