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Overview

Develop the skills to see past a person’s outward behavior and address the underlying intentions that are often miscommunicated during a crisis. 

This training empowers you to identify the hidden needs that create friction with customers and colleagues.

Learn how to recognize warning signs for when a customer or coworker is beginning to get agitated, strategies for slowing escalation, and tools to begin de-escalating a situation and working towards an amicable resolution.

Key Takeaways

• Behavioral Identification: Learn to look past outward "noise" and agitation to identify the hidden needs and intentions driving a conflict.
• Strategic Mindset Shift: Trade impulsive "crisis thinking" for a logical, strategic approach to communication under pressure.
• Proactive De-escalation: Gain the tools to recognize rising agitation before it peaks, allowing for earlier and more effective intervention.

Our Speaker will be Michael Williams, Security Specialist, from Chubb Insurance.

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