GREAT diplomacy – How to reduce the heat in a challenging conversation

A half-day session (face-to-face) or 90 minutes (virtual)

Sometimes customer conversations can get heated. It might be that the customer is upset, angry or disappointed. Or it might be that we inadvertently make it worse through the innate human response of fight or flight, the wrong choice of words or mismatched energy. And it may very easily be both!

But if we can make it worse, we can also make it better.

This session will help your people to make better choices when the conversation gets heated, helping to reduce the customer’s emotion and making it easier to collaborate with them to find a solution.


Participants will be able to:

  • Recognise their own response to a situation and when it might be helpful or unhelpful
  • Choose non-confrontational language to reduce the heat and regain control
  • Demonstrate collaborative behaviours to show the customer you ‘have their back’

Who should attend?

Anyone in a customer-facing role.


A highly interactive and practical session, using real scenarios that participants bring with them.

Delivered either as a face-to-face half-day session or as a 90-minute virtual session, as you prefer.

Workshop outline

1 Introduction

  • Fight or flight
  • The heat triggers

2 Explore and apply three strategies

  • Recognise your reaction
  • Mind your language
  • Collaborate

3 Conclusion

  • Review and reflect
  • Action plan
  • End on a high

To check that this is the right programme for you, just give us a call on 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!