Defusing an Argument

Audio • 10 minutes

Learning Objectives

  1. Establish how to stay calm in stressful situations
  2. Examine why good physical and verbal communication is essential during conflict situations
  3. 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.