Actions to Defuse & De-escalate Conflict

Actions to Defuse & De-escalate Conflict

manager using skills to resolve potential conflict

Actions to Defuse & De-escalate Conflict

INDUSTRIES

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intended audience

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Assessment style

Average completion time

eLeaning

Assessments

Mobile Friendly

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WHAT YOU’LL LEARN

  • Understand emotional contagions: Learn how emotions spread among customers and staff, and why recognising them is crucial for conflict prevention.
  • Maintain a calm, respectful manner: Acquire techniques to handle intense situations with positive language and active listening skills.
  • Provide explanation, assistance, and alternatives: Master effective issue resolution by getting to the root of customer concerns and offering clear solutions.
  • Display empathy to de-escalate conflict: Explore various empathy techniques to connect with customers and resolve conflicts compassionately.
  • Learn practical strategies: Engage in interactive exercises and real-world scenarios to apply conflict resolution concepts directly.

COURSE OVERVIEW

Learn how to navigate challenging situations with confidence in our “Defusing and De-escalating Potential Conflict” course. Designed for retail professionals, this course equips you with the essential skills to handle aggressive behaviour and conflict resolution in the workplace. Gain insights into understanding emotional contagions, maintaining calm and respectful interactions, providing effective communication and assistance, and displaying empathy to de-escalate conflicts. With practical strategies and real-world scenarios, you’ll develop the confidence to stay safe and resolve conflicts with ease.

Throughout this course, you’ll explore four comprehensive modules, each focusing on vital aspects of conflict management. From recognising emotional contagions to responding with empathy, you’ll learn how to create a positive shopping experience, enhance customer satisfaction, and safeguard your store’s reputation. Join us to acquire the skills needed to defuse potential conflicts and foster a supportive environment in the workplace.

COURSE PREVIEW

COURSE ACTIVITIES

Introduction

  • How to Defuse and De-escalate Potential Conflicts

Lessons

  • Understanding Emotional Contagions
  • Maintaining a Calm, Respectful, and Polite Manner
  • Providing Explanation, Assistance, and Alternatives
  • Displaying Empathy to De-escalate Conflict

Conclusions

  • Quiz
  • Summary
1

ENROL

Enrol yourself or your team into our free course to upskill now

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CERTIFICATE

Access your certificate which can be added to your LinkedIn profile.

3

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ASSESSMENT OPTIONS

Online Course & Quiz

Written Assessment & Marking

Practical & Evidence Assessment

CERTIFICATIONS

Upon completion you will be issued with a course certificate which will be saved in your account and can be shared on Linkedin under your Licenses & Certifications.

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