What Are Some Defusing and De-Escalation Techniques?

Customer service professionals often encounter concerned or dissatisfied customers who are looking for resolution and support. How these professionals handle those challenging interactions can make a huge difference in their ability to successfully resolve the issue and meet organisational goals. De-escalation training is a great tool for ensuring minor misunderstandings don’t escalate into major battles that harm relationships, damage brands, and hurt the bottom line.

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Some of the most effective de-escalation techniques include mirroring a customer’s complaints, using active listening to validate their concerns and feelings, and communicating openly to help them feel supported as they navigate the problem-solving process. Other strategies include encouraging them to take a deep breath and stay calm, making eye contact, staying physically at their level, and distracting them with a preferred calming activity. For more details on a Challenging behaviour course, contact Tidal Training, providers of a Challenging behaviour course.

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Many departments provide their officers with de-escalation training so they can learn to recognise a person in crisis, empathise with them, and use nonviolent communication and other de-escalation tools to help them defuse the situation. This type of training helps shift an employee’s mindset from warrior to guardian, which can reduce the risk that they will resort to force.

Other important de-escalation skills include having a clear procedure in place and remaining calm during challenging conversations. For example, telling a customer that you value their feedback and are committed to solving the issue. In addition, showing honesty is an important part of defusing a difficult conversation, and it is also suggested that you avoid making promises you can’t keep.

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