This short virtual workshop will help you explore why people behave as they do
and the different ways this presents itself. You will learn how to de-escalate
potentially difficult or challenging situations before they become out of hand. You will go away having the key skills and confidence to use a technique back at work when faced with a difficult or challenging customer situation.
Learning objectives
- What may make people behave in a difficult way and how to recognise different types of challenging behaviour
- How to notice when conflict is accelerating quickly whilst engaging with customers using the conflict curve
- Understand how to use LOWLINE, a step-by-step de-escalation technique, that will help you address customer needs more effectively
- The skills and behaviours needed at each stage of LOWLINE to achieve a successful outcome
Expert trainer
Amanda is a consultant, facilitator and coach with an in-depth understanding of organisational, team and personal change in the public service and VCSE sectors.
Session outline
1. Welcome and objectives
2. Conflict
- How it arises
- What kinds of situations are there for you?
- The Conflict Curve – how it helps identify the stages of conflict by noticing specific signs of behaviour
- Open chat – identifying your own situations on the conflict curve
3. LOWLINE
- Introducing a step-by-step de-escalation technique to use when dealing with difficult customer situations
- Group break-out – an opportunity to discuss the technique and how it can be used
4. Tips for success
- Checking the organisation’s customer commitments, quality standards and other relevant measures that impact on improvements
