Delivery Method
Virtual Training Room (VTR)
Fees
$75 (+HST)

Class Slots

Oct 27, 2021
(6 p.m - 8 p.m.)
Any Seats

Duration

2 Hours

Location

Virtual via MS Teams
Nov 10, 2021
(6 p.m - 8 p.m.)
Any Seats

Duration

2 Hours

Location

Virtual via MS Teams
Nov 25, 2021
(6 p.m - 8 p.m.)
Any Seats

Duration

2 Hours

Location

Virtual via MS Teams

Course Details:

This 2-hour instructor-led Virtual Training Room course emphasizes the skills and strategies that effectively de-escalate the conflict. This course will provide your sense of calming and genuine interest in what a customer wants to tell you by using respectful, clear, limit-setting techniques. Acquiring de-escalation and tactical communication skills and applying it in your everyday role as a security professional will promote your success.

Syllabus:

  • Active listening
  • Managed and measured responses
  • Tone of voice
  • Non-verbal cues
  • The cycle of anger
  • First Contact Considerations
  • Strategies for de-escalating anger
  • Styles of conflict management
  • Asking effective questions