Mastering De-escalation and Conflict Resolution eLearning Bundle Course
Course Details:
Length: 36 Courses
Price: $700/person (USD)
Access Length: 6 months
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 & Groups
@ Your Location
Course Overview
Mastering De-escalation and Conflict Resolution: Essential Soft Skills for High-Stakes Professional and Customer InteractionsThe 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
The Mastering De-escalation and Conflict Resolution master bundle is an intensive training program designed to equip all professionals with the high-value soft skills needed to manage, defuse, and resolve tense or confrontational situations across all channels. This comprehensive course, totaling over eight hours of instruction, is essential for anyone who deals with difficult customers, challenging colleagues, or high-stakes business negotiations.
You will gain mastery over the core competencies for peace and productivity:- Foundational De-escalation: Learn comprehensive De-escalation Techniques and relationship management strategies to minimize inevitable conflicts. Master active listening, develop a solution mindset, and remove potential unconscious biases to steer conversations in a positive, productive direction.
- Specialized Conflict Management: Acquire specialized skills for De-escalation Online and Over the Phone, learning a proven four-step process to handle irate customers via email, chat, or voice, even when non-verbal cues are absent.
- Workplace & Contextual Resolution: Master Navigating Conflict in the workplace, utilizing a systematic five-step process to constructively resolve disputes, improve team dynamics, and identify the most appropriate conflict response (compromise, collaboration, or competing). You will also learn specialized strategies for De-escalation During the COVID-19 Pandemic, specifically addressing non-compliance with safety rules.
- Communication & Emotional Intelligence: Transform your interactions by mastering Active Listening to truly listen for understanding, which builds trust and improves service quality. Sharpen your Emotional Intelligence through modules dedicated to Expressing Empathy, helping you handle emotional callers in crisis and confidently see situations from another's viewpoint.
- Non-Verbal Influence: Understand the critical role of Body Language in professional interactions, learning how to decode subtle non-verbal cues and leverage your posture, eye contact, and demeanor to build trust and influence others in both in-person and virtual settings.
This bundle is the definitive resource for transforming tension into positive outcomes, giving you the confidence and composure to handle any challenging professional interaction.
Transform confrontation into collaboration. Enroll now to master De-escalation and Conflict Resolution!
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.
Course Notes
Bundle Objectives
- Apply fundamental de-escalation techniques and relationship management strategies to minimize conflict.
- Master active listening and develop a solution mindset to steer tense conversations productively.
- Recognize and remove potential unconscious biases to maintain an open-minded approach to conflict.
- Utilize a proven four-step process to handle irate customers successfully via phone, email, or digital chat.
- Apply specialized conflict management skills for highly charged situations, such as non-compliance with safety rules (e.g., mask mandates).
- Recognize the signs of escalating conflict and apply four detailed strategies for achieving peaceful resolutions.
- Implement safe disengagement strategies for when de-escalation fails to protect staff and customers.
- Decode and leverage the power of body language to convey engagement, build trust, and influence outcomes.
- Master a systematic, multi-step process for navigating and constructively resolving workplace conflicts.
- Diagnose the root causes of conflict and identify the two dimensions of conflict expression for tailored responses.
- Develop and apply empathy and perspective-taking to reduce argument severity and build trust.
- Identify appropriate conflict responses in the workplace, such as compromise, collaboration, or competing.
- Effectively convey to customers and colleagues that they are genuinely being heard to quickly build trust.
- Handle emotional callers in crisis by seeing the situation from their viewpoint and maintaining composure.
Target Audience
This course is suitable for:
- Customer Service and Call Center Representatives: Frontline staff who routinely deal with irate customers and high-stakes emotional interactions.
- Retail and Hospitality Professionals: Employees and managers who must address in-person conflicts, including non-compliance with rules.
- Team Leaders and Supervisors: Managers responsible for resolving inter-departmental or peer-to-peer workplace conflict and mediating disputes.
- Human Resources (HR) Staff: Professionals who require advanced skills in conflict resolution and difficult conversations.
- Any Professional: Individuals seeking to improve their emotional intelligence, communication, and ability to handle confrontation with composure.
Key Features
- Audio Narration
- Video
- Inline Activities
- Supplemental Resources
- Assessment
Languages
- Audio/Video/Course Text: American English.
- Subtitles (Closed Caption): N/A.
Course Duration
- De-escalation: 8 hr 14 min
- Essential Career Skills Pack: 2 hr 23 min
eLearning Training Delivery Method
Learn at Your Own Pace
This self-paced online course lets you learn independently at your own pace through Certstaffix Training's easy-to-use platform.
How It Works
- A 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 screenshots
- 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
Section Duration - 9 Courses, 2 hr 38 min
De-escalation is a crucial, high-value soft skill that transforms confrontational situations, helping you minimize inevitable conflicts and turn tense exchanges into positive outcomes. This comprehensive section equips professionals with the necessary techniques to manage emotionally charged interactions, covering everything from angry customers and difficult colleagues to challenging clients and suppliers. A core element of the training is mastering effective active listening and adopting a **solution mindset**, focusing on solving problems rather than engaging in arguments to steer conversations in a positive, productive direction.
The curriculum places significant emphasis on preparing you for difficult moments by teaching you how to approach conflict with an open mind by recognizing and removing potential unconscious biases. You will learn essential verbal and non-verbal skills, including using empathy and communicating with respect, to reduce tension and avoid common conversational traps. By studying detailed relationship management strategies and profiling common types of difficult individuals, you will gain the ability to handle conflict with composure and confidence, strengthening your professional relationships across all contexts.
Courses in this Section:
Retail Conflict Management: 04. De-Escalation
Course Duration - 8 min
Retail Conflict Management: 04. De-Escalation is an elearning course that equips you with skills to prevent some conflicts from escalating. The ideal outcome for conflict management is to avoid it. But no matter what you do, some conflicts are going to flare up, especially when nerves are high, and people are worn out. You have the ability to stop some issues from arising. And you can minimize the conflicts that are seemingly inevitable. That's what we'll discuss in this course on de-escalation. This course is from our series on Retail Conflict Management. It includes a video with audio narration, downloadable materials, and a quick quiz. Take this course along with others in the series, and acquire the skills you need to manage conflict in a retail setting.
Course Objectives:
- Determine what an angry customer needs
- Assess how you can provide a healthy outlet for them
- Minimize the conflicts that are seemingly inevitable
Diversity Dialogue Blunders: 4 Skills to Make it Right
Course Duration - 15 min
Diversity Dialogue Blunders uses realistic video scenarios to demonstrate how to rebuild trust when you have said or done something that has inadvertently offended a colleague. The comment may have been unintentional, but the impact is real. Because we all have unconscious biases, we are all liable to make mistakes. It's human to have unconscious bias and it's human to make mistakes. What matters is what you do next. And that what this short course teaches - 4 skills to help you transform difficult moments into productive conversations. By using one or all of the skills, you might even find that tension is reduced, understanding increased, and a better working relationship is formed. Based on the work of Sondra Thiederman, Ph.D., an author and speaker on unconscious bias.
Course Objectives:
- Determine how to manage how you feel
- Set productive goals for a difficult conversation
- Assess intent cautiously
- Communicate in a way that demonstrates respect
Conflict De-Escalation Techniques: Recognizing and Removing Biases
Course Duration - 15 min
One of the first steps in conflict de-escalation is approaching that conflict with a clear head and open mind. This video will help you recognize and eliminate any attitudes or preconceived notions that might otherwise hamper your ability to have a calm and rational conversation. You’ll also learn a secret about pandas that might help you avoid catastrophe. Enjoy!
Course Objectives:
- Identify techniques for recognizing and removing any biases you may have that can influence your perception of a situation
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
Conflict De-Escalation Techniques: Active Listening
Course Duration - 15 min
Knowing how to listen to others is perhaps the most important conflict de-escalation technique there is. This video will show you what active listening is, and also what it isn’t, since those examples are rather amusing. And since listening is a non-verbal skill, we also included some other non-verbal techniques in here. In fact, we packed so much stuff in this video you’ll wonder how the whole thing doesn’t explode at the end. (Answer – because we didn’t have the budget for it.) Enjoy!
Course Objectives:
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
Conflict De-Escalation Techniques: Developing a Solution Mindset
Course Duration - 15 min
One way to handle conflict is to yell and scream until others get tired of arguing or flee the scene. Another way is to focus on finding solutions to the issue and finding a smooth and enjoyable way forward. This video will teach you how to do the latter. Although you’ll also see what happens when you ignore a solution mindset in favor of anger and name calling. Brace yourself, though – it isn’t pretty.
Course Objectives:
- Develop a solution mindset and focus on solving problems rather than winning an argument
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
Dealing With Difficult Customers: De-escalation in Retail and Hospitality
Course Duration - 20 min
Learn how to tackle the dreaded difficult customer. This course introduces the key skills of de-escalation, which can be used to turn any confrontational situation into a positive customer experience. Next, we profile the seven types of customer who cause retail and hospitality professionals the biggest headaches. We break down advanced customer service strategies for dealing with each type.
Course Objectives:
- Identify why it’s crucial to tackle the challenge of the difficult customer
- Identify the key customer service skills that can help you tackle difficult customers
- List the seven types of difficult customer
- Identify advanced customer service strategies for dealing with each type
- Explain the golden rule of working with difficult customers
Dealing with Difficult People: Clients, Suppliers and Contractors
Course Duration - 20 min
Learn how to manage difficult relationships with clients, suppliers and contractors. This course examines the difficulties that can arise in business relationships, and provides detailed relationship management strategies for keeping them on course. We also look at how business relationships can break down into conflicts, and how to de-escalate these situations.
Course Objectives:
- Identify why it’s important to know how to deal with difficult clients, suppliers and contractors
- Deal with difficult clients
- Recognize the four types of difficult client and how to deal with them
- Deal with difficult suppliers and contractors
- Manage difficult relationships with suppliers and contractors
- List six steps to dealing with difficult clients
Dealing with Difficult Colleagues: De-escalating Workplace Conflict
Course Duration - 20 min
Learn how to collaborate productively with colleagues who are just…difficult. This course profiles the five types of challenging colleague, breaks down what makes them hard to work with, and provides detailed tips and strategies for effective collaboration. Next, we look at how to avoid conflict with colleagues, and how to de-escalate conflict situations when they arise.
Course Objectives:
- Determine why it’s important to tackle difficult colleagues head on
- Identify key strategies for collaborating with difficult colleagues
- List the five types of difficult colleague
- Identify advanced relationship management strategies for dealing with each type
- Avoid and de-escalate workplace conflict
Conflict De-Escalation Techniques
Course Duration - 30 min
Conflict. Maybe you’re the kind of person who loves getting into an argument (or 9 or 12 of them) before lunchtime. Maybe you love the feeling of your blood boiling, of being yelled at and storming off in a fury and all the other fun things that happen when a simple conversation spirals completely out of control. But if you don’t want to live your life that way, then Conflict De-Escalation Techniques is for you. This concise video-based series will provide you with a solid foundation of techniques and strategies for de-escalating even the most contentious of conversations. You’ll learn how to improve your active listening, speak with empathy, develop a solution mindset, and avoid falling into the most common traps that consistently increase the likelihood of an exchange going off the rails. This series is also hilarious, and laughing is a great de-escalation technique all by itself. Learning how to avoid arguments and steer conversations in a positive direction are critical skills to master, but that doesn’t mean it has to bore you to death. So get ready to enjoy Conflict De-Escalation Techniques. Another training course from The Jeff Havens Company, where we offer serious solutions in a seriously funny way.
Course Objectives:
- Identify techniques for recognizing and removing any biases you may have that can influence your perception of a situation
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
- Develop a solution mindset and focus on solving problems rather than winning an argument
Retail Conflict Management: 04. De-Escalation
Course Duration - 8 min
Retail Conflict Management: 04. De-Escalation is an elearning course that equips you with skills to prevent some conflicts from escalating. The ideal outcome for conflict management is to avoid it. But no matter what you do, some conflicts are going to flare up, especially when nerves are high, and people are worn out. You have the ability to stop some issues from arising. And you can minimize the conflicts that are seemingly inevitable. That's what we'll discuss in this course on de-escalation. This course is from our series on Retail Conflict Management. It includes a video with audio narration, downloadable materials, and a quick quiz. Take this course along with others in the series, and acquire the skills you need to manage conflict in a retail setting.
Course Objectives:
- Determine what an angry customer needs
- Assess how you can provide a healthy outlet for them
- Minimize the conflicts that are seemingly inevitable
Diversity Dialogue Blunders: 4 Skills to Make it Right
Course Duration - 15 min
Diversity Dialogue Blunders uses realistic video scenarios to demonstrate how to rebuild trust when you have said or done something that has inadvertently offended a colleague. The comment may have been unintentional, but the impact is real. Because we all have unconscious biases, we are all liable to make mistakes. It's human to have unconscious bias and it's human to make mistakes. What matters is what you do next. And that what this short course teaches - 4 skills to help you transform difficult moments into productive conversations. By using one or all of the skills, you might even find that tension is reduced, understanding increased, and a better working relationship is formed. Based on the work of Sondra Thiederman, Ph.D., an author and speaker on unconscious bias.
Course Objectives:
- Determine how to manage how you feel
- Set productive goals for a difficult conversation
- Assess intent cautiously
- Communicate in a way that demonstrates respect
Conflict De-Escalation Techniques: Recognizing and Removing Biases
Course Duration - 15 min
One of the first steps in conflict de-escalation is approaching that conflict with a clear head and open mind. This video will help you recognize and eliminate any attitudes or preconceived notions that might otherwise hamper your ability to have a calm and rational conversation. You’ll also learn a secret about pandas that might help you avoid catastrophe. Enjoy!
Course Objectives:
- Identify techniques for recognizing and removing any biases you may have that can influence your perception of a situation
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
Conflict De-Escalation Techniques: Active Listening
Course Duration - 15 min
Knowing how to listen to others is perhaps the most important conflict de-escalation technique there is. This video will show you what active listening is, and also what it isn’t, since those examples are rather amusing. And since listening is a non-verbal skill, we also included some other non-verbal techniques in here. In fact, we packed so much stuff in this video you’ll wonder how the whole thing doesn’t explode at the end. (Answer – because we didn’t have the budget for it.) Enjoy!
Course Objectives:
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
Conflict De-Escalation Techniques: Developing a Solution Mindset
Course Duration - 15 min
One way to handle conflict is to yell and scream until others get tired of arguing or flee the scene. Another way is to focus on finding solutions to the issue and finding a smooth and enjoyable way forward. This video will teach you how to do the latter. Although you’ll also see what happens when you ignore a solution mindset in favor of anger and name calling. Brace yourself, though – it isn’t pretty.
Course Objectives:
- Develop a solution mindset and focus on solving problems rather than winning an argument
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
Dealing With Difficult Customers: De-escalation in Retail and Hospitality
Course Duration - 20 min
Learn how to tackle the dreaded difficult customer. This course introduces the key skills of de-escalation, which can be used to turn any confrontational situation into a positive customer experience. Next, we profile the seven types of customer who cause retail and hospitality professionals the biggest headaches. We break down advanced customer service strategies for dealing with each type.
Course Objectives:
- Identify why it’s crucial to tackle the challenge of the difficult customer
- Identify the key customer service skills that can help you tackle difficult customers
- List the seven types of difficult customer
- Identify advanced customer service strategies for dealing with each type
- Explain the golden rule of working with difficult customers
Dealing with Difficult People: Clients, Suppliers and Contractors
Course Duration - 20 min
Learn how to manage difficult relationships with clients, suppliers and contractors. This course examines the difficulties that can arise in business relationships, and provides detailed relationship management strategies for keeping them on course. We also look at how business relationships can break down into conflicts, and how to de-escalate these situations.
Course Objectives:
- Identify why it’s important to know how to deal with difficult clients, suppliers and contractors
- Deal with difficult clients
- Recognize the four types of difficult client and how to deal with them
- Deal with difficult suppliers and contractors
- Manage difficult relationships with suppliers and contractors
- List six steps to dealing with difficult clients
Dealing with Difficult Colleagues: De-escalating Workplace Conflict
Course Duration - 20 min
Learn how to collaborate productively with colleagues who are just…difficult. This course profiles the five types of challenging colleague, breaks down what makes them hard to work with, and provides detailed tips and strategies for effective collaboration. Next, we look at how to avoid conflict with colleagues, and how to de-escalate conflict situations when they arise.
Course Objectives:
- Determine why it’s important to tackle difficult colleagues head on
- Identify key strategies for collaborating with difficult colleagues
- List the five types of difficult colleague
- Identify advanced relationship management strategies for dealing with each type
- Avoid and de-escalate workplace conflict
Conflict De-Escalation Techniques
Course Duration - 30 min
Conflict. Maybe you’re the kind of person who loves getting into an argument (or 9 or 12 of them) before lunchtime. Maybe you love the feeling of your blood boiling, of being yelled at and storming off in a fury and all the other fun things that happen when a simple conversation spirals completely out of control. But if you don’t want to live your life that way, then Conflict De-Escalation Techniques is for you. This concise video-based series will provide you with a solid foundation of techniques and strategies for de-escalating even the most contentious of conversations. You’ll learn how to improve your active listening, speak with empathy, develop a solution mindset, and avoid falling into the most common traps that consistently increase the likelihood of an exchange going off the rails. This series is also hilarious, and laughing is a great de-escalation technique all by itself. Learning how to avoid arguments and steer conversations in a positive direction are critical skills to master, but that doesn’t mean it has to bore you to death. So get ready to enjoy Conflict De-Escalation Techniques. Another training course from The Jeff Havens Company, where we offer serious solutions in a seriously funny way.
Course Objectives:
- Identify techniques for recognizing and removing any biases you may have that can influence your perception of a situation
- Identify multiple verbal and non-verbal skills that are useful in de-escalating most situations (and a few techniques you should avoid because of their tendency to increase tension and discord)
- Develop a solution mindset and focus on solving problems rather than winning an argument
DE-ESCALATION ONLINE AND OVER THE PHONE
Section Duration - 4 Courses, 1 hr 6 min
In the modern digital workplace, successful conflict resolution often occurs across channels where non-verbal cues are missing, making specific de-escalation techniques for phone and digital communications essential. This section is specifically designed to equip customer-facing professionals with the soft skills to expertly handle and defuse irate customers via email, live chat, or over the phone. You will learn a proven four-step process to address emotional customers while maintaining control of the conversation and your own composure.
The curriculum provides critical strategies for navigating the unique challenges of digital communication, including understanding how to handle abusive language and identifying when to abandon email in favor of a direct phone call for quicker resolution. Learners will gain key insights into the six types of difficult customers encountered in phone and digital spaces, along with advanced strategies to deal with each type. By mastering these specialized techniques, you will effectively transform confrontational digital and voice interactions into positive customer experiences.
Courses in this Section:
Email Matters: Handling Irate Customers
Course Duration - 9 min
How to properly handle and defuse upset and irate customers. The goal of this course is to help trainees learn how to separate themselves from the thing the customer is upset about, discover some techniques for defusing and satisfying the customer and also to help them know when it’s best to abandon email and talk to the customer directly.
Course Objectives:
- Demonstrate an understanding that it is not a personal attack when a customer sends an angry email message. He is mad at a situation – not at you personally
- Demonstrate an understanding of the Telephone Doctor® ASAP Technique for dealing with irate customers
- Demonstrate an understanding of when an customer’s problem might best be dealt with by way of a phone call rather than email
Customer Service: Dealing with Irate Customers
Course Duration - 10 min
Let's face it – customers sometimes get angry. But ignoring them and their problems isn't always a great solution. (And by "isn't always" we mean "basically never.") This course will walk you through how to deal with angry or frustrated customers, as well as showcasing a few less-than-ideal approaches. How did we pack so much awesomeness into such a short video? Because we're efficient. You're welcome!
Course Objectives:
- Provide a simple strategy for handling unhappy customers
- Demonstrate multiple ineffective strategies, as well as the negative consequences that are likely to result
Dealing with Difficult Customers: De-escalating Conflict in Phone and Digital Conversations
Course Duration - 20 min
Learn how to tackle the dreaded difficult customer. This course provides strategies for de-escalating confrontational interactions with customers via email, over live chat or on the phone. We profile the six types of customer who are hardest to help and show you how to deal with them. Finally, we provide detailed tips for making the most of phone and digital communication.
Course Objectives:
- Identify the key skills of phone and digital customer service
- List the six types of difficult customer
- Identify advanced strategies for dealing with each type
- Identify tips and strategies for effective phone-based customer service
- Identify tips and strategies for effective customer service through email and live chat
Telephone Doctor Customer Service: 12. How to Handle the Irate Customer
Course Duration - 27 min
This high-impact training course delivers active ingredients to help reduce stress and properly handle irate and angry customers. Providing service to a customer who has become emotional is a complex issue. In order to be successful in handling these situations, specific skills and tools are required. The purpose of this program is to identify processes by which to handle emotional customers while keeping control of your own emotions. Participants who have successfully completed this course will be able to: Visualize the dynamics involved in emotional situations, apply the proven four-step process to handle irate customers and helps guide the issue to a resolution, understand the process for escalating a situation when needed, apply the technique to regain control of the conversation if the customer uses abusive language and understand how offering excuses affects a complaint situation. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, customer service agents, associates, customer service advisors, customer success, customer service associates, help desk, guest services, help desks, tech support, technical support and other customer facing team members.
Course Objectives:
- Utilize a 4-step process to address emotional customers in a calm, professional manner
- Realize that the customer is upset at the situation and not at you
- Determine how to handle abusive customers and the process for de-escalating these situations
- Deliver the customer solutions rather than offering excuses
Email Matters: Handling Irate Customers
Course Duration - 9 min
How to properly handle and defuse upset and irate customers. The goal of this course is to help trainees learn how to separate themselves from the thing the customer is upset about, discover some techniques for defusing and satisfying the customer and also to help them know when it’s best to abandon email and talk to the customer directly.
Course Objectives:
- Demonstrate an understanding that it is not a personal attack when a customer sends an angry email message. He is mad at a situation – not at you personally
- Demonstrate an understanding of the Telephone Doctor® ASAP Technique for dealing with irate customers
- Demonstrate an understanding of when an customer’s problem might best be dealt with by way of a phone call rather than email
Customer Service: Dealing with Irate Customers
Course Duration - 10 min
Let's face it – customers sometimes get angry. But ignoring them and their problems isn't always a great solution. (And by "isn't always" we mean "basically never.") This course will walk you through how to deal with angry or frustrated customers, as well as showcasing a few less-than-ideal approaches. How did we pack so much awesomeness into such a short video? Because we're efficient. You're welcome!
Course Objectives:
- Provide a simple strategy for handling unhappy customers
- Demonstrate multiple ineffective strategies, as well as the negative consequences that are likely to result
Dealing with Difficult Customers: De-escalating Conflict in Phone and Digital Conversations
Course Duration - 20 min
Learn how to tackle the dreaded difficult customer. This course provides strategies for de-escalating confrontational interactions with customers via email, over live chat or on the phone. We profile the six types of customer who are hardest to help and show you how to deal with them. Finally, we provide detailed tips for making the most of phone and digital communication.
Course Objectives:
- Identify the key skills of phone and digital customer service
- List the six types of difficult customer
- Identify advanced strategies for dealing with each type
- Identify tips and strategies for effective phone-based customer service
- Identify tips and strategies for effective customer service through email and live chat
Telephone Doctor Customer Service: 12. How to Handle the Irate Customer
Course Duration - 27 min
This high-impact training course delivers active ingredients to help reduce stress and properly handle irate and angry customers. Providing service to a customer who has become emotional is a complex issue. In order to be successful in handling these situations, specific skills and tools are required. The purpose of this program is to identify processes by which to handle emotional customers while keeping control of your own emotions. Participants who have successfully completed this course will be able to: Visualize the dynamics involved in emotional situations, apply the proven four-step process to handle irate customers and helps guide the issue to a resolution, understand the process for escalating a situation when needed, apply the technique to regain control of the conversation if the customer uses abusive language and understand how offering excuses affects a complaint situation. This training is ideal for call centers, call center training, CSR, CSRs, customer service reps, customer service agents, associates, customer service advisors, customer success, customer service associates, help desk, guest services, help desks, tech support, technical support and other customer facing team members.
Course Objectives:
- Utilize a 4-step process to address emotional customers in a calm, professional manner
- Realize that the customer is upset at the situation and not at you
- Determine how to handle abusive customers and the process for de-escalating these situations
- Deliver the customer solutions rather than offering excuses
DE-ESCALATION DURING THE COVID-19 PANDEMIC
Section Duration - 3 Courses, 26 min
Effectively managing customer interactions during periods of heightened stress requires specialized de-escalation strategies tailored for COVID-19-era conflicts. This section addresses the unique challenge of dealing with customers who are non-compliant with safety rules, such as mask-wearing mandates, social distancing, or one-way systems, where political beliefs or health fears can cause situations to escalate rapidly. Learners will be equipped to transform potentially aggressive encounters into a positive customer experience by understanding the variety of reasons behind non-compliance.
The modules cover essential conflict management skills for both customer-facing staff and supervisors, focusing on how conflict escalates and how to break the "vicious cycle" of confrontation. You will gain actionable techniques to challenge customers gently, recognize signs of potential aggression, and apply four detailed strategies for achieving peaceful resolutions. Critically, the training also instructs you on how to disengage safely when de-escalation fails, ensuring the safety of both staff and customers.
Courses in this Section:
COVID-19 Customer Service: De-escalating Mask-related Conflict
Course Duration - 6 min
In the COVID-19 era, many customer service professionals have found themselves tasked with challenging customers who are not wearing a protective face covering. These situations can quickly escalate into conflicts. In some cases, fear of infection makes those involved angry or fearful. In others, deeply-held political beliefs cause feelings to run high. These are new challenges for most customer-service professionals, and many will need training in how to handle them.
This animated video course shows learners how to challenge non-compliant customers in a way that not only avoids conflict but provides a positive customer experience. Learners are introduced to the variety of reasons why customers might not wear masks, from medical exemptions to political beliefs. Finally, the course equips CS professionals to recognize signs of potential aggression, de-escalate confrontations, and stay safe when de-escalation doesn't work.
Course Objectives:
- Prepare the workplace with appropriate signs
- Assess why a customer might not be wearing a mask
- Challenge a customer without a mask
- De-escalate mask-related conflict
- Disengage safely when de-escalation fails
COVID-19 Leadership: De-escalating Mask-related Conflict
Course Duration - 10 min
In the COVID-19 era, supervisors in customer-facing teams have found themselves tasked with intervening in conflicts arising over the wearing of face coverings. These situations can escalate quickly. In some cases, fear of infection makes those involved angry or fearful. In others, deeply-held political beliefs cause feelings to run high. These are new challenges for most customer-service supervisors, and many will need training in how to handle them.
This animated video course introduces learners to the key techniques of conflict de-escalation. Lively audio narration and creative animation guides learners to an understanding of how conflict situations escalate. Finally, the course offers four detailed de-escalation strategies for achieving a peaceful resolution to conflict. Helpful examples show learners how these concepts apply in mask-related situations.
Course Objectives:
- Identify how conflict escalates
- Break the “vicious cycle” of escalation
- Recognize potentially aggressive body language
- List four strategies for de-escalating conflict
- Determine what to do when de-escalation fails
COVID-19 Customer Service: De-escalating Conflict over Safety Rules (Masks, Social Distancing, One-Way Systems)
Course Duration - 10 min
In the COVID-19 era, many retail and hospitality businesses have introduced rules to make sure customers observe social distancing requirements, such as one-way systems, queues for entry, or new service and collection processes. Customer service professionals have found themselves tasked with challenging customers who are not following these rules. Situations like this can quickly escalate into conflicts. In some cases, fear of infection makes those involved angry or fearful. In others, deeply-held political beliefs cause feelings to run high. These are new challenges for most customer-service professionals, and many will need training in how to handle them.
This animated video course shows learners how to challenge non-compliant customers in a way that not only avoids conflict but provides a positive customer experience. Learners are introduced to the variety of reasons why customers might not follow rules, from medical exemptions to political beliefs. Finally, the course equips CS professionals to recognize signs of potential aggression, de-escalate confrontations, and stay safe when de-escalation doesn't work.
Course Objectives:
- Prepare the workplace with appropriate signs
- Assess why a customer might not be following safety rules
- Challenge a customer who is not following the rules
- De-escalate conflict
- Disengage safely when de-escalation fails
COVID-19 Customer Service: De-escalating Mask-related Conflict
Course Duration - 6 min
In the COVID-19 era, many customer service professionals have found themselves tasked with challenging customers who are not wearing a protective face covering. These situations can quickly escalate into conflicts. In some cases, fear of infection makes those involved angry or fearful. In others, deeply-held political beliefs cause feelings to run high. These are new challenges for most customer-service professionals, and many will need training in how to handle them. This animated video course shows learners how to challenge non-compliant customers in a way that not only avoids conflict but provides a positive customer experience. Learners are introduced to the variety of reasons why customers might not wear masks, from medical exemptions to political beliefs. Finally, the course equips CS professionals to recognize signs of potential aggression, de-escalate confrontations, and stay safe when de-escalation doesn't work.
Course Objectives:
- Prepare the workplace with appropriate signs
- Assess why a customer might not be wearing a mask
- Challenge a customer without a mask
- De-escalate mask-related conflict
- Disengage safely when de-escalation fails
COVID-19 Leadership: De-escalating Mask-related Conflict
Course Duration - 10 min
In the COVID-19 era, supervisors in customer-facing teams have found themselves tasked with intervening in conflicts arising over the wearing of face coverings. These situations can escalate quickly. In some cases, fear of infection makes those involved angry or fearful. In others, deeply-held political beliefs cause feelings to run high. These are new challenges for most customer-service supervisors, and many will need training in how to handle them. This animated video course introduces learners to the key techniques of conflict de-escalation. Lively audio narration and creative animation guides learners to an understanding of how conflict situations escalate. Finally, the course offers four detailed de-escalation strategies for achieving a peaceful resolution to conflict. Helpful examples show learners how these concepts apply in mask-related situations.
Course Objectives:
- Identify how conflict escalates
- Break the “vicious cycle” of escalation
- Recognize potentially aggressive body language
- List four strategies for de-escalating conflict
- Determine what to do when de-escalation fails
COVID-19 Customer Service: De-escalating Conflict over Safety Rules (Masks, Social Distancing, One-Way Systems)
Course Duration - 10 min
In the COVID-19 era, many retail and hospitality businesses have introduced rules to make sure customers observe social distancing requirements, such as one-way systems, queues for entry, or new service and collection processes. Customer service professionals have found themselves tasked with challenging customers who are not following these rules. Situations like this can quickly escalate into conflicts. In some cases, fear of infection makes those involved angry or fearful. In others, deeply-held political beliefs cause feelings to run high. These are new challenges for most customer-service professionals, and many will need training in how to handle them. This animated video course shows learners how to challenge non-compliant customers in a way that not only avoids conflict but provides a positive customer experience. Learners are introduced to the variety of reasons why customers might not follow rules, from medical exemptions to political beliefs. Finally, the course equips CS professionals to recognize signs of potential aggression, de-escalate confrontations, and stay safe when de-escalation doesn't work.
Course Objectives:
- Prepare the workplace with appropriate signs
- Assess why a customer might not be following safety rules
- Challenge a customer who is not following the rules
- De-escalate conflict
- Disengage safely when de-escalation fails
BODY LANGUAGE
Section Duration - 3 Courses, 27 min
Body language is a powerful, non-verbal communication soft skill that significantly impacts your ability to persuade, build trust, and influence colleagues, clients, and customers. This essential section focuses on decoding and leveraging the subtle signals your body sends, teaching you how to make a strong first impression and effectively convey engagement and interest in any professional setting. Learners will explore the underlying psychological drivers of human behavior, gaining the insight necessary to interpret micro-expressions and form strong opinions.
The curriculum provides targeted strategies for both in-person and virtual meetings, recognizing that nonverbal communication remains critical even when working remotely. You will learn practical techniques to control fidgeting, improve eye contact, and maintain posture that signals attentiveness, ensuring you appear interested and engaged to coworkers. By mastering the art of reading and utilizing body language, you will enhance your overall communication and persuasion skills to improve professional relationships and achieve your desired outcomes.
Courses in this Section:
Customer Service: The Art of Body Language
Course Duration - 5 min
Our body language speaks volumes, especially when selling. Don't worry you don't need to do an interpretive dance, this module covers some key body language tips.
Course Objectives:
- Leverage the power of body language
- Utilise body language to make more sales
Working Virtually: Body Language in Virtual Meetings
Course Duration - 5 min
In our elearning course, Body Language in Virtual Meetings, you will discover that body language is important, even when working remotely. In this course we will discuss why, with 93% of our communication being expressed nonverbally, it is critically important for you to be aware of your body language and how it is perceived by coworkers. We will review the importance of posture, how to keep from tapping your hands or resting your head, and other signs that tell your colleagues you are not interested or engaged in a meeting. You'll learn tips for making eye contact with your colleagues and how a smile can help build trust and open relationships in the virtual workplace. Part of our series called Working Virtually, this elearning course includes a video, downloadable student materials and an online quiz to check your comprehension of the subject.
Course Objectives:
- Make regular eye contact with colleagues
- Control the fidgeting that indicates inattention
- Smile to help build trust and openness
Persuasion And Influence: 02. First Impressions And Getting People To Jump Through? Hoops
Course Duration - 17 min
Many believed that persuasion and influence were natural gifts that some people had, whilst others simply didn’t. Whilst it is true that some people are naturally good persuaders and excellent communicators, that doesn’t mean it can’t be taught.
This course will teach you all the communication and persuasion skills necessary to influence anybody. Some may argue that it is unethical to persuade people for personal gain, but that is only the case if it is done with bad intentions at heart. Persuasion can build empathy, can better the relationships you have with those around you, and can get you to places and experiences in life you once only dreamt of.
After a brief introduction with the course expert, Phillip Hesketh, you will learn the key concepts of human behaviour including the seven psychological drivers, the mechanics of conversation, first impressions and opinion formation. Persuasion and influence are useless unless you can gauge how the other person is feeling. That is why reading body language is so important when applying communication and persuasion skills. As well as learning how to deal with difficult people, you will also be taught about the universality of persuasion - specifically, how you can use it at work as well as at home. Hesketh explains that companies and relationships follow the same course, and can be improved in a similar way using the right persuasive psychological techniques.
The course will finish off with a general overview of how you can get on better with everyone. Concepts such as trust building, linear probing and empathy are covered in extensive detail, giving you the right tools to become a master in business communication and steer your life in the direction you want.
Course Objectives:
- Apply different persuasive psychology techniques
- Recognise different communication skills in psychology and how to use them to influence people
- Apply and enhance your communication and persuasion skills to get exactly what you want from someone
- Apply influencing communication skills when you want to persuade or change someone’s mind
- Recall the 7 primary psychological drivers in humans
- Recognise the basic concepts of behaviour and the formation of opinions
- Interpret body language and micro-expressions
Customer Service: The Art of Body Language
Course Duration - 5 min
Our body language speaks volumes, especially when selling. Don't worry you don't need to do an interpretive dance, this module covers some key body language tips.
Course Objectives:
- Leverage the power of body language
- Utilise body language to make more sales
Working Virtually: Body Language in Virtual Meetings
Course Duration - 5 min
In our elearning course, Body Language in Virtual Meetings, you will discover that body language is important, even when working remotely. In this course we will discuss why, with 93% of our communication being expressed nonverbally, it is critically important for you to be aware of your body language and how it is perceived by coworkers. We will review the importance of posture, how to keep from tapping your hands or resting your head, and other signs that tell your colleagues you are not interested or engaged in a meeting. You'll learn tips for making eye contact with your colleagues and how a smile can help build trust and open relationships in the virtual workplace. Part of our series called Working Virtually, this elearning course includes a video, downloadable student materials and an online quiz to check your comprehension of the subject.
Course Objectives:
- Make regular eye contact with colleagues
- Control the fidgeting that indicates inattention
- Smile to help build trust and openness
Persuasion And Influence: 02. First Impressions And Getting People To Jump Through? Hoops
Course Duration - 17 min
Many believed that persuasion and influence were natural gifts that some people had, whilst others simply didn’t. Whilst it is true that some people are naturally good persuaders and excellent communicators, that doesn’t mean it can’t be taught. This course will teach you all the communication and persuasion skills necessary to influence anybody. Some may argue that it is unethical to persuade people for personal gain, but that is only the case if it is done with bad intentions at heart. Persuasion can build empathy, can better the relationships you have with those around you, and can get you to places and experiences in life you once only dreamt of. After a brief introduction with the course expert, Phillip Hesketh, you will learn the key concepts of human behaviour including the seven psychological drivers, the mechanics of conversation, first impressions and opinion formation. Persuasion and influence are useless unless you can gauge how the other person is feeling. That is why reading body language is so important when applying communication and persuasion skills. As well as learning how to deal with difficult people, you will also be taught about the universality of persuasion - specifically, how you can use it at work as well as at home. Hesketh explains that companies and relationships follow the same course, and can be improved in a similar way using the right persuasive psychological techniques. The course will finish off with a general overview of how you can get on better with everyone. Concepts such as trust building, linear probing and empathy are covered in extensive detail, giving you the right tools to become a master in business communication and steer your life in the direction you want.
Course Objectives:
- Apply different persuasive psychology techniques
- Recognise different communication skills in psychology and how to use them to influence people
- Apply and enhance your communication and persuasion skills to get exactly what you want from someone
- Apply influencing communication skills when you want to persuade or change someone’s mind
- Recall the 7 primary psychological drivers in humans
- Recognise the basic concepts of behaviour and the formation of opinions
- Interpret body language and micro-expressions
NAVIGATING CONFLICT
Section Duration - 4 Courses, 1 hr 15 min
Conflict in the workplace is a natural but often damaging part of professional life; mastering its resolution is a critical soft skill that transforms team dynamics and preserves motivation. This section provides delegates with the essential knowledge and structured techniques needed to understand, manage, and constructively resolve disputes across all levels of an organization. You will learn a systematic, multi-step approach, including a practical 5-step process, to confidently address disagreements, ensuring conflicts lead to positive resolutions rather than legal or morale issues.
The curriculum equips you to analyze conflict by diagnosing its root causes and recognizing the two dimensions of conflict expression, allowing you to tailor your response for maximum impact. A key focus is on developing empathy and perspective-taking, illustrating their crucial role in reducing the severity of arguments and identifying the positive impact of apologizing. Furthermore, you will learn to identify appropriate conflict responses - such as compromise, collaboration, or competing -and develop coping strategies for each, enabling you to effectively mediate and resolve difficulties between team members.
Courses in this Section:
Conflict Resolution: Seeing Things From Other People’s Point of View
Course Duration - 10 min
Empathy and perspective-taking are critical elements of successful conflict resolution. Thankfully, we've managed to convey that by showing you what you get when you don't try to see things from other points of view and assume instead that everything should happen exactly the way you want it to. Learning how to be empathetic by seeing what a lack of empathy looks like? Yep, it works out better than you might expect – and it’s a lot more fun, too. So get ready to enjoy another training course from The Jeff Havens Company, where we provide serious solutions in a seriously funny way.
Course Objectives:
- Develop successful strategies for addressing different types of conflicts
- Identify the role of various verbal and nonverbal elements (posture, tone of voice, silence, physical distance, etc.) as they pertain to conflict resolution
- Recognize the positive impact that apologizing has in reducing the length and severity of most conflicts
- Illustrate the value of empathy and perspective-taking as a successful conflict resolution technique
Conflict Management
Course Duration - 15 min
Since conflicts in a business are a natural part of the workplace, it is important that there are people who understand conflicts and know how to resolve them. This is important in today’s market more than ever. Everyone is striving to show how valuable they are to the company they work for and, at times, this can lead to disputes with other members of the team. This course provides delegates with the knowledge needed to understand conflict and new skills that can be confidently used to manage conflict in the workplace.
Course Objectives:
- Analyze your approach to conflict to discover areas requiring improvement
- Use the 7 steps to refine your conflict resolution skills
Successfully Resolving Workplace Conflict
Course Duration - 20 min
Unresolved workplace conflict can lead to bad things. Motivation and success can be damaged when colleagues start to generally dislike, or specifically disagree, with each other. In the very worst cases, conflict can even cause health or legal issues. Conflict can occur at, and between, all levels of the company. Based on research from multiple institutions including UCLA Anderson School of Management, Carnegie Mellon University, and University of Virginia Darden Business School, conflict can be expressed along two dimensions. Being able to identify the type of conflict expression will help you address that conflict in a way that supports a positive resolution. In this course, you'll learn how to do that as well as implement a 5-step process to constructively address workplace conflict.
Course Objectives:
- Explain the two dimensions of conflict expression: directness and oppositional intensity
- When analyzing a conflict, identify the type of conflict expression at play
- Identify common signs of workplace conflict
- Use a simple 5-step process to constructively address conflict
Managing Conflict (US)
Course Duration - 30 min
Managing conflict constructively can be stressful. Learn how to diagnose the reasons behind a conflict, analyze how your team members respond, while developing a successful strategy to mediate and resolve difficulties between two individuals. (US Version)
Course Objectives:
- Identify the causes of conflict between team members
- Recognise the impact of conflict on team dynamics and how to use it positive
- Identify appropriate responses to conflict: compromise, accommodate, compete, collaborate, avoid
- Develop and employ a coping strategy for each response
- Implement a systematic approach to resolve conflict
Conflict Resolution: Seeing Things From Other People’s Point of View
Course Duration - 10 min
Empathy and perspective-taking are critical elements of successful conflict resolution. Thankfully, we've managed to convey that by showing you what you get when you don't try to see things from other points of view and assume instead that everything should happen exactly the way you want it to. Learning how to be empathetic by seeing what a lack of empathy looks like? Yep, it works out better than you might expect – and it’s a lot more fun, too. So get ready to enjoy another training course from The Jeff Havens Company, where we provide serious solutions in a seriously funny way.
Course Objectives:
- Develop successful strategies for addressing different types of conflicts
- Identify the role of various verbal and nonverbal elements (posture, tone of voice, silence, physical distance, etc.) as they pertain to conflict resolution
- Recognize the positive impact that apologizing has in reducing the length and severity of most conflicts
- Illustrate the value of empathy and perspective-taking as a successful conflict resolution technique
Conflict Management
Course Duration - 15 min
Since conflicts in a business are a natural part of the workplace, it is important that there are people who understand conflicts and know how to resolve them. This is important in today’s market more than ever. Everyone is striving to show how valuable they are to the company they work for and, at times, this can lead to disputes with other members of the team. This course provides delegates with the knowledge needed to understand conflict and new skills that can be confidently used to manage conflict in the workplace.
Course Objectives:
- Analyze your approach to conflict to discover areas requiring improvement
- Use the 7 steps to refine your conflict resolution skills
Successfully Resolving Workplace Conflict
Course Duration - 20 min
Unresolved workplace conflict can lead to bad things. Motivation and success can be damaged when colleagues start to generally dislike, or specifically disagree, with each other. In the very worst cases, conflict can even cause health or legal issues. Conflict can occur at, and between, all levels of the company. Based on research from multiple institutions including UCLA Anderson School of Management, Carnegie Mellon University, and University of Virginia Darden Business School, conflict can be expressed along two dimensions. Being able to identify the type of conflict expression will help you address that conflict in a way that supports a positive resolution. In this course, you'll learn how to do that as well as implement a 5-step process to constructively address workplace conflict.
Course Objectives:
- Explain the two dimensions of conflict expression: directness and oppositional intensity
- When analyzing a conflict, identify the type of conflict expression at play
- Identify common signs of workplace conflict
- Use a simple 5-step process to constructively address conflict
Managing Conflict (US)
Course Duration - 30 min
Managing conflict constructively can be stressful. Learn how to diagnose the reasons behind a conflict, analyze how your team members respond, while developing a successful strategy to mediate and resolve difficulties between two individuals. (US Version)
Course Objectives:
- Identify the causes of conflict between team members
- Recognise the impact of conflict on team dynamics and how to use it positive
- Identify appropriate responses to conflict: compromise, accommodate, compete, collaborate, avoid
- Develop and employ a coping strategy for each response
- Implement a systematic approach to resolve conflict
ACTIVE LISTENING
Section Duration - 5 Courses, 1 hr 29 min
Active listening is perhaps the most fundamental communication skill required for successful conflict resolution, relationship building, and superior customer service. This section provides comprehensive training to transform you from a passive participant into a fully engaged listener who can truly listen for understanding. You will gain the critical tools and techniques needed to identify the core differences between hearing and listening, allowing you to effectively convey to customers and colleagues that they are genuinely being heard, which in turn helps to quickly build trust and close sales.
The curriculum is structured around actionable strategies for overcoming common distractions and roadblocks to listening, enabling you to focus your attention and maintain a distraction-free environment. Key modules delve into practical methods for demonstrating respect by **clarifying the speaker’s message** and using appropriate verbal and non-verbal cues, like body language, to show engagement. By mastering active listening, you will refine your communication style, improve your ability to provide quality service, and learn how to shift discussions away from debate and toward mutual understanding.
Courses in this Section:
Communication: 01. Active Listening
Course Duration - 5 min
Active Listening is a valuable course that helps you identify the differences between passive and active listening and suggests steps you can take toward becoming a more active listener. Equipped with these tools and techniques, you’ll be able to approach a client interaction with confidence and help close a sale faster. You'll examine the aspects of active listening, learn how to perform a self check to make sure you are listening closely, and find out how to convey to others that they're being heard. Part of the Communication series, our Active Listening course includes a short video as well as a downloadable student workbook and a post assessment to check your understanding. Follow up with more courses from our Communications Skills series to polish your communication style
Course Objectives:
- Identify when you are listening actively and listening passively
- Provide better customer service by showing that you're actively listening to others
- Avoid distractions and other roadblocks to active listening
Listening to your Customers
Course Duration - 7 min
This course explores what it means to listen to your customers and how listening can lead to better customer service.
Course Objectives:
- Identify how to listen to your customers and how this will improve your customer service
8 Keys to a More Respectful Workplace: 08. Listen for Understanding
Course Duration - 11 min
Too often, when we’re involved in a back-and-forth discussion with a colleague, we tend to focus not on what they are actually saying, but on what our rebuttal will be. When that happens, we’re not truly having a conversation. Listening for understanding is a learned skill. The goal of this course is to illustrate the difference between a discussion and a debate and to show how listening with the intention of truly understanding what the other party is saying is a means of demonstrating respect for the other person and for their point of view.
Course Objectives:
- Demonstrate an understanding of the difference between a discussion and a debate
- Demonstrate the ability to listen to another person fully engaged in trying to understand what they are saying
- Demonstrate the ability to use the proper technique to aim your disagreement at an idea rather than at the other person
Brain Bites: Let Them Know You're Listening
Course Duration - 16 min
Send the message that you are listening to understand The truth is, it’s easy to not listen. We are surrounded by distractions and the list of reasons we don’t listen well is long. So we have to work on listening to make others feel heard—especially at work. By the end of this course, you will be able to describe how to become a better, more active listener through focusing your attention on the speaker and clarifying their message. By the end of this course, you will be able to describe how to become a better, more active listener through focusing your attention on the speaker and clarifying their message. You will learn to build trust and become more approachable.
Course Objectives:
- Describe why it’s easy to not listen and why it’s important to work at being a good, active listener
- Convey that you are listening using short statements (verbal cues) and body language
- Seek agreement and understanding using a simple clarifying statement formula
- Build trust by providing a safe and distraction-free listening environment
- Use appropriate questions to understand the speaker’s message
- Focus on the speaker by paying attention to body language
- Express empathy and provide input to help the speaker better understand their situation
Practice Active Listening
Course Duration - 50 min
How often have you attended a meeting and walked away without a clear recollection of what was discussed? You might have heard what was being said, but you weren't really listening. And that's the problem. Active listening is a skill that few of us possess, but it is a skill that is worth learning because it will improve your ability to provide quality service to your customers. This module will help you improve your listening skills by explaining the difference between hearing and listening, and by outlining the steps involved in becoming an active listener.
Course Objectives:
- Define active listening
- List the benefits of active listening
- Identify the components of active listening
Communication: 01. Active Listening
Course Duration - 5 min
Active Listening is a valuable course that helps you identify the differences between passive and active listening and suggests steps you can take toward becoming a more active listener. Equipped with these tools and techniques, you’ll be able to approach a client interaction with confidence and help close a sale faster. You'll examine the aspects of active listening, learn how to perform a self check to make sure you are listening closely, and find out how to convey to others that they're being heard. Part of the Communication series, our Active Listening course includes a short video as well as a downloadable student workbook and a post assessment to check your understanding. Follow up with more courses from our Communications Skills series to polish your communication style
Course Objectives:
- Identify when you are listening actively and listening passively
- Provide better customer service by showing that you're actively listening to others
- Avoid distractions and other roadblocks to active listening
Listening to your Customers
Course Duration - 7 min
This course explores what it means to listen to your customers and how listening can lead to better customer service.
Course Objectives:
- Identify how to listen to your customers and how this will improve your customer service
8 Keys to a More Respectful Workplace: 08. Listen for Understanding
Course Duration - 11 min
Too often, when we’re involved in a back-and-forth discussion with a colleague, we tend to focus not on what they are actually saying, but on what our rebuttal will be. When that happens, we’re not truly having a conversation. Listening for understanding is a learned skill. The goal of this course is to illustrate the difference between a discussion and a debate and to show how listening with the intention of truly understanding what the other party is saying is a means of demonstrating respect for the other person and for their point of view.
Course Objectives:
- Demonstrate an understanding of the difference between a discussion and a debate
- Demonstrate the ability to listen to another person fully engaged in trying to understand what they are saying
- Demonstrate the ability to use the proper technique to aim your disagreement at an idea rather than at the other person
Brain Bites: Let Them Know You're Listening
Course Duration - 16 min
Send the message that you are listening to understand The truth is, it’s easy to not listen. We are surrounded by distractions and the list of reasons we don’t listen well is long. So we have to work on listening to make others feel heard—especially at work. By the end of this course, you will be able to describe how to become a better, more active listener through focusing your attention on the speaker and clarifying their message. By the end of this course, you will be able to describe how to become a better, more active listener through focusing your attention on the speaker and clarifying their message. You will learn to build trust and become more approachable.
Course Objectives:
- Describe why it’s easy to not listen and why it’s important to work at being a good, active listener
- Convey that you are listening using short statements (verbal cues) and body language
- Seek agreement and understanding using a simple clarifying statement formula
- Build trust by providing a safe and distraction-free listening environment
- Use appropriate questions to understand the speaker’s message
- Focus on the speaker by paying attention to body language
- Express empathy and provide input to help the speaker better understand their situation
Practice Active Listening
Course Duration - 50 min
How often have you attended a meeting and walked away without a clear recollection of what was discussed? You might have heard what was being said, but you weren't really listening. And that's the problem. Active listening is a skill that few of us possess, but it is a skill that is worth learning because it will improve your ability to provide quality service to your customers. This module will help you improve your listening skills by explaining the difference between hearing and listening, and by outlining the steps involved in becoming an active listener.
Course Objectives:
- Define active listening
- List the benefits of active listening
- Identify the components of active listening
EXPRESSING EMPATHY
Section Duration - 4 Courses, 53 min
Expressing empathy is a cornerstone of effective de-escalation and is vital for providing an exceptional customer experience, particularly when handling emotional or dissatisfied callers. This section focuses on developing the high-level emotional intelligence required to see situations from another person’s viewpoint, ensuring you build trust and openness in professional relationships. Learners will be guided through interactive, scenario-based paths that demonstrate the correct, empathetic approaches to handling customers in crisis, allowing them to confidently manage highly emotional situations.
You will gain a clear understanding of the direct connection between developing empathy and increasing your ability to influence colleagues and customers, a powerful insight supported by business research. The training covers key strategies for boosting your empathy skillset, emphasizing the importance of active listening with the intent to truly understand, rather than reply, which is crucial for successful conflict resolution. By applying these techniques, you will develop strong managerial and customer service skills, significantly improving your organization's relationships with its valued customers.
Courses in this Section:
Service Simulations: Just the Facts, Ma’am: Handle Emotional Callers with Empathy
Course Duration - 8 min
This innovative course provides a series of paths that will guide you through scenarios for handling an emotional customer with empathy. We'll review possible approaches to a customer in crisis. You'll also learn how your response can affect your organization's relationship with its valued customers. This course is part of the interactive ServiceSims Challenge Series that consists of customer service scenarios, 2 response paths, and strategies for handling difficult customer situations. These scenario-based courses provide practical tips and techniques for customer service representatives. Prior mastery of the Telephone Doctor series is recommended. Complete the course quiz with 80 percent or higher and receive a certificate of completion.
Course Objectives:
- Develop the ability to handle emotional callers with empathy
- Identify how your response affects your organization's relationship with customers
Remarkable Customer Service: How to Express Empathy
Course Duration - 10 min
The ability to express empathy for your customers’ needs and concerns is one of the most important qualities in providing an exceptional customer experience. This video course will cover various right (and hilariously wrong) ways to do it. Will there be some shouting? Probably. Will there also be an animatronic dinosaur? You’ll just have to watch the video to find out. Another training course from The Jeff Havens Company, where we offer serious solutions in a seriously funny way.
Course Objectives:
- Examine the role empathy plays in effective customer interactions, especially with dissatisfied customers
- Demonstrate the use of empathy in customer interactions
Emotional Intelligence: Boost Your Empathy
Course Duration - 15 min
Empathy is the ability to see things through other people’s eyes. The Skillshub "Boost Your Empathy" course provides four main points of how you can improve your empathy. Once the course is completed, you will have the ability to focus on the other person and how they're feeling, understand their viewpoint and fully understand why you should not judge them and try not to give commands or instructions on what they should do. When you show empathy, you build trust and openness with the other person, therefore being an important trait for a manager to have as part of their skillset.
Course Objectives:
- Develop your emotional intelligence
- Identify what areas of empathy you may lack and how you can improve your empathy skillset
- Demonstrate strong management skills by being empathetic
Develop Empathy and Gain Influence by Listening
Course Duration - 20 min
Listening is one of the most underrated business communication skills. While most of us like to share our knowledge, you can gain more influence and develop deeper connections with your co-workers by practicing active listening. Research from Columbia Business School finds a direct connection between listening and one’s ability to influence others. Good listening skills are related to the ability to persuade others, direct meetings, and turn conversations in your favor.
Course Objectives:
- Practice active listening skills with the intent to understand, instead of replying to other people
- Use active listening during disagreements and conflicts of opinion
- Explain how listening improves your ability to influence people
Service Simulations: Just the Facts, Ma’am: Handle Emotional Callers with Empathy
Course Duration - 8 min
This innovative course provides a series of paths that will guide you through scenarios for handling an emotional customer with empathy. We'll review possible approaches to a customer in crisis. You'll also learn how your response can affect your organization's relationship with its valued customers. This course is part of the interactive ServiceSims Challenge Series that consists of customer service scenarios, 2 response paths, and strategies for handling difficult customer situations. These scenario-based courses provide practical tips and techniques for customer service representatives. Prior mastery of the Telephone Doctor series is recommended. Complete the course quiz with 80 percent or higher and receive a certificate of completion.
Course Objectives:
- Develop the ability to handle emotional callers with empathy
- Identify how your response affects your organization's relationship with customers
Remarkable Customer Service: How to Express Empathy
Course Duration - 10 min
The ability to express empathy for your customers’ needs and concerns is one of the most important qualities in providing an exceptional customer experience. This video course will cover various right (and hilariously wrong) ways to do it. Will there be some shouting? Probably. Will there also be an animatronic dinosaur? You’ll just have to watch the video to find out. Another training course from The Jeff Havens Company, where we offer serious solutions in a seriously funny way.
Course Objectives:
- Examine the role empathy plays in effective customer interactions, especially with dissatisfied customers
- Demonstrate the use of empathy in customer interactions
Emotional Intelligence: Boost Your Empathy
Course Duration - 15 min
Empathy is the ability to see things through other people’s eyes. The Skillshub "Boost Your Empathy" course provides four main points of how you can improve your empathy. Once the course is completed, you will have the ability to focus on the other person and how they're feeling, understand their viewpoint and fully understand why you should not judge them and try not to give commands or instructions on what they should do. When you show empathy, you build trust and openness with the other person, therefore being an important trait for a manager to have as part of their skillset.
Course Objectives:
- Develop your emotional intelligence
- Identify what areas of empathy you may lack and how you can improve your empathy skillset
- Demonstrate strong management skills by being empathetic
Develop Empathy and Gain Influence by Listening
Course Duration - 20 min
Listening is one of the most underrated business communication skills. While most of us like to share our knowledge, you can gain more influence and develop deeper connections with your co-workers by practicing active listening. Research from Columbia Business School finds a direct connection between listening and one’s ability to influence others. Good listening skills are related to the ability to persuade others, direct meetings, and turn conversations in your favor.
Course Objectives:
- Practice active listening skills with the intent to understand, instead of replying to other people
- Use active listening during disagreements and conflicts of opinion
- Explain how listening improves your ability to influence people
Essential Career Skills Pack
Productivity and Time Management
Course Duration - 30 min
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.
Course Objectives:
Course Objectives:
- Set your priorities to better manage your time
- Improve your productivity by sharpening your focus and multitasking effectively
Detailed Course Outline:
Detailed Course Outline:
- Productiity & Time Management
- Prioritization
- Getting Things Done
- Procrastination
- Multitasking & Focus
- Summary
Basic Digital Skills
Course Duration - 13 min
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.
Course Objectives:
Course Objectives:
- Recall the essential digital skills framework
- Elaborate on the toolkit of essential digital skills
- Identify how to develop or improve your digital skills
Detailed Course Outline:
Detailed Course Outline:
- The Essential Digital Skills Framework
- The Toolkit of Essential Digital Skills
- Developing Digital Skills
- Summary
4 Ways to Boost Creativity
Course Duration - 30 min
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.
Course Objectives:
Course Objectives:
- Define creativity
- Think outside the box
- Develop the right mental attitude
- Leverage the power of groups
- Ensure managers make it happen
Detailed Course Outline:
Detailed Course Outline:
- What is Creativity at Work?
- Learn to Think Outside the box
- Develop the Right Mental Capacity
- Laverage the Power of Groups
- Ensure Managers Make It Happen
- Summary
The 11 Essential Career Soft Skills
Course Duration - 1 hr 10 min
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 Objectives:
Course Objectives:
- Understand how to be a great communicator
- Become a stronger listene
- Appear professional to co-workers and bosses of all ages
- Avoid common career blunders that often end careers
- Manage expectations for bosses and colleagues
- Position yourself for promotions
- Make technology your asset, even if you are afraid of technology
- Avoid the Not My Job Syndrome
- Develop EQ to Match Your IQ
- Develop leadership qualities
Detailed Course Outline:
Detailed Course Outline:
- Introduction
- The Soft Tech Savvy Way to Always Be Essential
- Not My Job, And I Am Happy to Do It
- You Can Become a Master Communicator
- Feedback Video for The 11 Essential Career Soft Skills
- Become a Leader Without the Title or Formal Authority
- Your EQ Will Beat a Higher IQ
- Building Your Winning Team
- Make Every One of Your Seconds Count
- Unleash Your Inner Anthony Robbins
- Avoid Being Uncool
- Clothes Can Still Make or Break Your Career
- Conclusion The 11 Essential Career Soft Skills
- Extra: Developing Your Career Secret Sauce
Course FAQs
What is the Class Format?
This training is a self-paced eLearning course that you have access to for 6 months after purchase.
What Are Some De-Escalation Techniques in Business?
Creating a safe, productive working environment is paramount for any business. To ensure that disagreements and disputes don't escalate into full-scale conflict, it's important to have de-escalation techniques in place. De-escalation techniques include active listening, recognizing and removing biases, developing a solution mindset, diversity dialogue blunders, and dealing with difficult customers, suppliers, contractors, and colleagues.
Active listening is an important de-escalation technique in which you pay close attention to the other person's words and body language as they express their views. This allows you to better interpret what they are saying and respond accordingly. It also shows that you are taking their concerns seriously, which can help to defuse the situation.
Recognizing and removing biases is another de-escalation technique. This involves recognizing your own prejudices that may be influencing how and why you view a particular situation or conflict, and working towards putting those prejudices aside in order to work towards a resolution.
Developing a solution mindset can also be beneficial when trying to de-escalate a conflict. This involves thinking creatively about potential solutions to the problem at hand, and then discussing those options with the other people involved in order to reach an amicable agreement.
Diversity dialogue blunders is another effective de-escalation technique which involves taking cultural differences into account when engaging in conversations and debates. Being aware of the other party's cultural norms and values can help to reduce misunderstandings that could potentially lead to a conflict.
When it comes to dealing with difficult customers, suppliers, contractors, or colleagues, de-escalation techniques are also essential. For example, offering empathy and understanding can help to defuse tense situations and show that you are willing to work together towards a resolution. Using assertive yet respectful language can help to promote an open dialogue in which constructive solutions can be discussed and agreed upon.
Having the right de-escalation techniques in place within a business can ensure that disagreements and disputes don't escalate into full-scale conflict. By focusing on active listening, recognizing and removing biases, developing a solution mindset, and having an awareness of cultural differences, you can create a productive environment where disagreements can be resolved in a positive manner.
What Are Some Customer De-Escalation Techniques Online and Over the Phone?
When dealing with an angry customer, it is important to remain patient and professional. The goal is to diffuse the situation without making the customer feel as if their concerns are not being heard. There are a few techniques that can be used when handling an irate customer over the phone or online.
For telephone conversations, it is essential to focus on active listening. Allow the customer to express their feelings and concerns without interruption, and then respond with empathy and understanding. Try not to take their comments personally, as this will only serve to make the situation worse. Avoid speaking in a condescending manner, instead aim to be helpful and provide solutions whenever possible.
For online interactions such as emails or chat conversations, it is important to maintain a professional tone of voice. Keep your responses polite and concise, while remaining sympathetic to the customer’s situation. It can be helpful to keep track of the conversation thread and refer back to previous comments if needed. If necessary, provide information such as links or additional resources that could help address the customer’s concerns.
In both telephone and online interactions, it is important to remain calm and avoid escalating the situation. Simply by listening to the customer's issues and responding in a professional manner, most disputes can be resolved without further conflict. By using these techniques for dealing with irate customers, you can help ensure that the customer is satisfied with the outcome of their interaction. This will help to foster a positive relationship between the customer and your business going forward.
Good customer service is essential for any business, and being able to handle irate customers in a professional manner can be the difference between success and failure. With the right techniques, you can ensure that your customers are treated with respect and that their concerns are addressed effectively. This will help build loyalty with existing customers, as well as attract new customers in the future.
What Are Some Body Language Tips in Business?
When engaging in a business setting, it is important to keep body language in mind. Proper body language can help foster trust among clients and colleagues, build relationships, and increase effectiveness in communication.
One key element of effective body language is maintaining eye contact with the person you are talking to. Eye contact shows that you are engaged and interested in what they have to say. A subtle smile can help to make the conversation more inviting and friendly.
Open body language, such as relaxed arms and an open stance, can signal confidence and openness. It is also important to pay attention to posture and avoid crossing your arms or legs, which can be seen as defensive or closed off.
Mirroring is another beneficial technique for creating a sense of rapport and trust with the person you are speaking to. If the other person is leaning forward, you can do the same or tilt your head slightly in their direction. Taking cues from their body language and adapting yours accordingly can help to create an atmosphere that is conducive to successful communication.
Avoid any negative body language while in a business setting. Rolling your eyes or slouching can send the wrong message and make people feel uncomfortable. It is important to remain mindful of your movements and gestures so that you come across as professional and trustworthy.
By keeping these tips in mind, you can make sure that your body language reflects a positive and professional attitude in any business setting.
What Are Some Techniques to Navigate Conflict in Business?
One of the most important techniques for successfully navigating conflict in business is to ensure that all parties involved are given an equal opportunity to be heard. It is essential to remain open-minded and take into consideration different perspectives. This approach allows you to better understand why a disagreement has occurred and how best to resolve it.
Conflict management also requires effective communication. This involves taking the time to truly listen to what is being said and asking clarifying questions. Being actively engaged in conversations will help all parties understand their differences, identify potential solutions, and come to an agreement that works for everyone.
Finding common ground is critical for resolving workplace conflict. It helps build trust between parties as well as create a sense of collaboration. When compromise is not possible, it can be helpful to brainstorm different solutions where all sides can benefit and take away something positive from the situation.
Managing conflict in business also includes considering long-term solutions. It is important to understand that conflict resolution isn't just about solving current issues but also preventing future problems from arising. This means taking the necessary steps to create a healthy and productive workplace environment by establishing clear policies, procedures, and expectations.
By understanding conflict resolution techniques and effectively implementing them, businesses are better equipped to navigate any conflicts that may arise. Through open communication and collaborative problem-solving, organizations can foster a positive work culture and create a successful environment for all.
Conflict resolution is an integral part of business operations, and it's important to have the right strategies in place. By engaging in active listening, finding common ground, and considering long-term solutions, businesses can better navigate conflict and build strong relationships with their employees. Taking the time to foster a positive and productive work environment will help businesses build successful teams that can effectively resolve conflicts.
What Is Active Listening in Business?
Active listening is an important skill in the workplace. It involves giving undivided attention to a speaker, being able to understand their point of view and demonstrating that understanding. This type of listening helps create open lines of communication between employees, employers and customers.
Listening actively can help build stronger relationships with customers as well as increase customer satisfaction. By actively listening, you can better understand their needs and provide solutions that will meet their expectations. By being attentive to what your customers are saying, you can identify potential problems with products or services, as well as areas of improvement for the future.
Active listening also encourages respect in the workplace by fostering a culture where everyone feels heard and understood. A key element of active listening is getting feedback from employees and customers to help clarify messages. This allows everyone to feel valued in the workplace, as well as fostering a sense of belonging and mutual understanding.
To become an effective listener, it's important to practice active listening techniques such as pausing while speaking to allow for reflection, inviting questions and comments, summarizing what has been said, and confirming understanding of the message. Try to avoid giving advice or trying to solve problems until after the speaker has finished expressing their thoughts. Taking these steps will help ensure that everyone in the workplace is heard and understood.
Active listening is an important skill that can help build strong relationships between employees, employers and customers. By actively listening, you can foster a more respectful workplace where everyone feels heard and understood. Through practice of active listening techniques, it is possible to create open lines of communication that will lead to improved customer satisfaction and better outcomes for all involved.
What Is Expressing Empathy in Business?
Expressing empathy in business is a key ingredient for building strong customer relationships and providing remarkable customer service. Empathy is the ability to recognize, understand, and share the feelings of another person; it allows us to respond compassionately to those we serve, even when faced with difficult situations or contentious customers.
Empathy can be particularly important when dealing with emotional callers. It is essential to remain patient, understand their situation, and respond in a non-defensive and non-judgmental way. By expressing empathy, we can make the customer feel heard and valued, which will help to de-escalate any tension or frustration they may be experiencing.
In order to express empathy effectively, it is important to develop emotional intelligence. This involves learning how to listen actively and respond in a caring way. When we put ourselves in the customer’s shoes, they will feel understood and that their needs are being taken seriously. By expressing genuine interest in what they have to say and demonstrating understanding of their feelings, we can increase our influence and rapport with them.
Expressing empathy in business is critical for building strong customer relationships and providing outstanding service. By developing emotional intelligence and listening to others, we can learn how to respond compassionately and gain the trust of those we serve. This will enable us to create remarkable customer experiences and cultivate lasting relationships.
Related Business Management Information:
How Much Do Business Management Training Courses Cost?
Self-Paced Business Management eLearning courses cost $200 at the starting point per student. Group purchase discounts are available.
What Business Management Skills Should I Learn?
A: If you are wondering what Business Management skills are important to learn, we've written a Business Management Skills and Learning Guide that maps out Business Management skills that are key to master and which of our courses teaches each skill.
Where Can I Learn More About Business Management?
Business Management Blogs
- Business Management blog - Keap
- Business Administration and Management Blog | TUW
- Harvard Business Review - Ideas and Advice for Leaders
- Stories, Insights, and News | Business Management - edX Blog
Business Management User Groups
Business Management Online Forums
Explore Management Training Classes Near Me:
Certstaffix Training offers self-paced eLearning courses for Business Management, ideal for those looking for convenient and flexible learning options. With these online classes, you can save time trekking to and from a physical class location by taking courses remotely. Have the ability to learn when it's most convenient for you with our eLearning courses – no more worrying about searching for "Business Management classes near me" and commuting long distances. Take advantage of our online Business Management classes today to get the education you need quickly. Start learning today and see how Certstaffix Training can help you reach your goals.
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