Thank you for joining me in my course, "Communication Techniques to De-escalate a Hostile Customer." This webpage contains additional resources and videos for those interested in learning more about the topic. I look forward to seeing you in another training soon!
NOTE TO MY FIELD STAFF:
Most videos I found used office scenarios, but please remember that these same techniques can be used regardless of the environment. Obviously, some techniques work best in an office (e.g., phone techniques), but most of these tactics can be utilized in the field as well. Reach out with questions!
This video series is from a company called "Gentle Response." The creator of these videos spent 20 years as a police officer and is a Certified Crisis Intervention Specialist. He provides a few techniques to keep in mind when de-escalating customers.
The speaker shares some techniques, in particular "understanding statements" (read: empathy!), that helps move a conversation along. While this video focuses on phone calls, these types of techniques can be used in person as well.
This video series is focused on agitated patients, as it was developed by a mental health agency. But, they discuss many of the techniques (positing, body posture, safety concerns, debriefing with your team, etc.) that we discussed in our class.
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