De-Escalation in the Workplace

Categories: customer service
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About Course

This course teaches practical skills for de-escalating tense customer interactions using clear communication, empathy, and the LATTE model. Through quick scenarios and simple techniques, participants learn to recognize rising emotions, stay calm, and resolve issues professionally while creating positive outcomes for both customers and employees.

What Will You Learn?

  • To identify examples of effective de-escalation tactics in the workplace.
  • To demonstrate proper de-escalation techniques, showing empathy, acting professionally, and making the moment right through scenario practice
  • To accurately describe the LATTE model and its function in customer service settings.

Course Content

Module 1: Awareness

Module 2: LATTE De-Escalation Model

Module 3: Practice

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