Asynchronous, Online De-Escalation Training for Frontline Retail Workers


eveloped by experts, implemented by specialists, used and tested by organizations nationwide.

Frontline retail staff have to manage a variety of customer interactions. Handling customer issues for several hours every day can lead to fatigue, frustration, and burn out. This is especially true when dealing with emotionally escalated customers.

At Defuse De-Escalation Training, we provide practical training on de-escalation techniques for every member of your retail customer services team.

Our asynchronous De-escalation Training for Retail Workshop utilizes our industry-leading methods, which have been successfully taught and applied to participants in more than 60 industries around North America, from small retail shops to Fortune 100 companies.


– Overview of basic escalated conflict theory and psychology

– Practical self-regulation and emotional self-management techniques

– Learn to put customer care before position or policy enforcement without eliminating policies

– Learn to utilize basic conflict psychology in de-escalating conflicts

– Reflective listening techniques

– How and when to implement customer alignment during de-escalation

– How and when to use an apology effectively

– Using policy or rules explanation effectively

– Learning to open a space for collaboration with customers

– Real-world scenario analysis and application

**Approximately 90 minutes to complete**

**Includes interactive practice exercises and multi-media lessons**

**Includes Certificate of Completion**

Course Instructor

Dr. Jeremy Pollack is a leader in the field of workplace conflict resolution and peacebuilding. He is the Founder of Pollack Peacebuilding Systems, an international conflict resolution consulting firm. Dr. Pollack coaches and trains executives and employees at a variety of levels and industries, from Fortune 500 companies to major non-profits. He has a Ph.D. in Psychology and an M.A. in Negotiation, Conflict Resolution, and Peacebuilding. Read more about Dr. Pollack HERE.

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