De-Escalation Course
Stay composed in high-pressure moments. Tailored for call centre staff in Kenya, this De-Escalation Training Course covers voice modulation, empathetic listening, reliable scripts, and emergency dialogue skills to calm irate customers, shield teammates, and ensure all exchanges remain courteous and controlled. Perfect for enhancing service quality amid demanding interactions.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
This focused De-Escalation Training Course equips you with practical skills to diffuse heated situations through effective verbal methods, attentive listening, and polite communication. You'll identify warning signs promptly, control intense feelings, select secure actions to safeguard yourself and colleagues, and acquire practical phrases, moral advice, plus follow-up procedures for managing tough talks professionally and assuredly.
Elevify advantages
Develop skills
- Verbal de-escalation essentials: soothe upset callers swiftly using tested phrases.
- Active listening expertise: ease conflicts with compassion, voice control, and rhythm.
- Call risk evaluation: detect alerts early and pick secure actions.
- Professional conversation management: address yells, disruptions, and risks steadily.
- After-event care: review with teams and record challenging calls accurately.
Suggested summary
Before starting, you can change the chapters and 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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