t. +44 (0)1582 463464
e. contact@tcstc.co.uk
t. 01582 463464
e. contact@tcstc.co.uk

GREAT public service diplomacy – a de-escalation technique for dealing with difficult customer situations

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

Who should attend?

Anyone with regular customer contact in a public service or VCSE context.

Format

A 90-minute virtual workshop.

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

3. LOWLINE

4. Tips for success

5. Summary and feedback

Multiple delivery formats and options
users

Face-to-face delivery

monitor-code

Virtual delivery

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Tailored solutions