De-Escalation Course
Stay composed in high-pressure scenarios. Tailored for call centre staff, this De-Escalation Training Course covers voice modulation, attentive listening, reliable scripts, and emergency messaging to neutralise irate customers, secure team members, and ensure all exchanges remain courteous and controlled. Participants build confidence in handling volatile calls with poise and expertise.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This focused De-Escalation Training Course equips you with skills to diffuse tense situations through effective verbal methods, active listening, and polite communication. You will identify early warning signs, control intense emotions, select secure actions to safeguard yourself and colleagues, and acquire practical scripts, moral guidelines, plus follow-up procedures for managing challenging talks professionally and assuredly.
Elevify advantages
Develop skills
- Verbal de-escalation fundamentals: quickly soothe upset callers using tested scripts.
- Active listening expertise: reduce stress via empathy, voice tone, and rhythm control.
- Call risk evaluation: detect warning signs promptly and decide secure actions.
- Professional call management: address yelling, disruptions, and risks with composure.
- Post-event assistance: review with teams and record tough calls accurately.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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