Mastering De-escalation and Conflict Resolution eLearning Bundle Course



Course Details:

Length: 43 Courses

Access Length: 6 months

Price: $1,075/person (USD)

Bulk Pricing: 10+ Contact Us

Course Features:

Instant Access After Purchase

Lecture by Recorded Video

Stop and Start as Needed

Certificate of Completion

Software Lab Included?: N/A

Delivery Method:

Self-Paced Online

Individuals and Groups
@ Your Location

 

Course Overview

The Mastering De-escalation and Conflict Resolution eLearning Bundle consists of video lectures grouped in 7 topics:

  • DE-ESCALATION
  • DE-ESCALATION ONLINE AND OVER THE PHONE
  • DE-ESCALATION DURING THE COVID-19 PANDEMIC
  • BODY LANGUAGE
  • NAVIGATING CONFLICT
  • ACTIVE LISTENING
  • EXPRESSING EMPATHY

De-escalation is a behavior that is intended to prevent escalation of conflicts. It may also refer to approaches in conflict resolution. People may become committed to behaviors that tend to escalate conflict, so specific measures must be taken to avoid such escalation. In almost any workplace, it's common to experience conflict and aggressive behavior. Dealing with difficult people and situations is a skill that should be prioritized and educated to employees. This curated list of courses will teach learners how to recognize, defuse, and control aggressive conflict through active listening, empathy, understanding, and thoughtful communication.

Also Included - 4 Courses: An Essential Career Skills Pack with 4 courses in key areas for career management and growth, including Time Management, Digital Skills, Creativity and Soft Skills.


How it Works

This course is a self-paced learning solution to fit your own schedule. Certstaffix Training eLearning courses you take on your own schedule in a web browser.


  • Learn at your own pace - Start and stop as it is convenient for you. Pick up where you left off.
  • Lecture utilizing video and recorded screen shots
  • 6 month subscription length
  • Instant Access After Purchase

Have more than 10 students needing this course? Contact Us for bulk pricing.

 


Course Topics

DE-ESCALATION - 2 hrs 38 min

  • Retail Conflict Management: 04. De-Escalation
  • Diversity Dialogue Blunders: 4 Skills to Make it Right
  • Conflict De-Escalation: Recognizing and Removing Biases
  • Conflict De-Escalation: Active Listening
  • Conflict De-Escalation: Developing a Solution Mindset
  • Dealing With Difficult Customers: De-escalation in Retail and Hospitality
  • Dealing with Difficult People: Clients, Suppliers and Contractors
  • Dealing with Difficult Colleagues: De-escalating Workplace Conflict
  • Conflict De-Escalation Techniques

 

DE-ESCALATION ONLINE AND OVER THE PHONE - 1 hr 6 min

  • Email Matters: Handling Irate Customers
  • Customer Service: Dealing with Irate Customers
  • Dealing with Difficult Customers: De-escalating Conflict in Phone and Digital Conversations
  • Telephone Doctor Customer Service: 12. How to Handle the Irate Customer

 

DE-ESCALATION DURING THE COVID-19 PANDEMIC - 1 hr 26 min

  • COVID-19 Customer Service: De-escalating Mask-related Conflict
  • COVID-19 Leadership: De-escalating Mask-related Conflict
  • COVID-19 Customer Service: De-escalating Conflict over Safety Rules (Masks, Social Distancing, One-Way Systems)
  • Conflict De-Escalation for Face Covering Policies: Communicating with Difficult Employees
  • Conflict De-Escalation Techniques for Face Covering Policies: Communicating with Difficult Customers
  • Conflict De-Escalation Techniques for Face Covering Policies: Preparing Your Workplace for a Mandate
  • Conflict De-Escalation Techniques for Face Covering Policies

 

BODY LANGUAGE - 1 hr 7 min

  • Customer Service: The Art of Body Language
  • Working Virtually: Body Language in Virtual Meetings
  • Understanding Body Language
  • Persuasion and Influence: 03. Body Language | Phil Hesketh
  • Body Language and Assertiveness

 

NAVIGATING CONFLICT - 1 hr 15 min

  • Conflict Resolution - Seeing Things From Other People’s Point of View
  • Conflict Management (Global)
  • Successfully Resolving Workplace Conflict
  • Managing Conflict (US Version)

 

ACTIVE LISTENING - 1 hr 32 min

  • Communication: 01. Active Listening
  • Listening to Your Customers
  • 8 Keys to a More Respectful Workplace: 08. Listen for Understanding
  • Brain Bites: Let Them Know You're Listening
  • Practice Active Listening

 

EXPRESSING EMPATHY - 1 hr 3 min

  • Service Simulations: Just the Facts, Ma’am: Handle Emotional Callers with Empathy
  • Empathy for Others
  • Remarkable Customer Service - How to Express Empathy
  • Emotional Intelligence: Boost Your Empathy
  • Develop Empathy and Gain Influence by Listening



Essential Career Skills Pack:

Productivity and Time Management - 30 minutes

It seems that there is never enough time in the day. But, since we all get the same 24 hours, why is it that some people achieve so much more with their time than others? This course will explain how to plan and prioritize tasks, so that we can make the most of the limited time we have. By using the time-management techniques in this course, you can improve your ability to function more effectively – even when time is tight and pressures are high. So, by the end of the course you will have the knowledge, skills and confidence to be an effective manager of your time.

Basic Digital Skills - 13 minutes

With the rise of digital transformation and technology, having a basic digital literacy is essential for all types of jobs, regardless of the industry. To stay competitive and be successful in the workplace, enhancing your digital skills should be a top priority.

4 Ways to Boost Creativity - 30 minutes

The digital economy is opening up ways for everyone to be creative. It doesn’t just mean being artistic – it’s more about ideas, solutions, alternatives, incremental improvements. Peter Quarry and Eve Ash discuss ways that mental capacity can be developed, perspectives changed, group power leveraged and making things actually happen.

The 11 Essential Career Soft Skills - 1 hour 10 minutes

Soft Skills are the traits, characteristics, habits, and skills needed to survive and thrive in the modern work world. Soft skills aren't usually taught in school, but you will learn them all here in this course. Are you someone that other people in your organization and industry like to work with, collaborate with and partner with? Are you seen as a valuable asset to any new project that comes along?

This soft skills training course will teach you how to develop the skills that can make the difference between a lackluster career that tops out at middle management versus one that lands you in the executive suite. Or to wherever you define career success. So many soft skills seem like common sense at first glance, but they are not commonly applied by most workers. This soft skills training course will give you an edge over your competitors. It will also make your job, your career and your life more rewarding and enjoyable.



Course FAQs

This training is a self-paced eLearning course that you have access to for 6 months after purchase.







Related Business Management Information:

Self-Paced Business Management eLearning courses cost $200 at the starting point per student. Group purchase discounts are available.







Registration:

Have a Group?
Request Private Training


Online Class

Self-Paced eLearning

Start your training today!