Defusing an Argument
Audio • 10 minutes
Learning Objectives
- Establish how to stay calm in stressful situations
- Examine why good physical and verbal communication is essential during conflict situations
- Develop your knowledge of de-escalation techniques
Lesson Description
It’s no secret that customer-facing jobs can be full of uncomfortable encounters. This lesson highlights ways to de-escalate stressful interactions and defuse arguments. It establishes how to remain calm when a customer might be particularly challenging and examines how valuable solid communication skills are. Learning how to defuse an argument is a critical skill, especially when it means that you can protect your well-being and increase your motivation. This lesson examines familiarising yourself with company policy, feeling confident addressing customer complaints, mastering appropriate body language, and facilitating constructive resolutions.
