Dr. Jeremy Pollack shares practical de-escalation strategies that help employees stay calm, defuse tense situations, and promote a respectful workplace environment.
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In this video, Dr. Pollack explains practical techniques for managing emotions, reducing tension, and resolving difficult workplace and customer interactions before they escalate into larger conflicts.
00:30 De-escalation psychology overview
01:05 What tends to escalate people
02:30 De-escalation Step 1: Listen & Repeat
03:23 De-escalation Step 2: Empathize & Apologize
04:43 De-escalation Step 3: Reassure & Resolve
In this video, Dr. Jeremy Pollack, an applied social psychologist and workplace conflict specialist, explains why it's important to de-escalate before you can resolve a conflict. He then shares his 3-step process for de-escalating a customer situation, including:
Listen and repeat: This shows the customer that you're hearing them and that you care about their problem.
Empathize and apologize: This helps the customer feel understood and validated.
Reassure and resolve: This shows the customer that you're committed to finding a solution.
Dr. Pollack also shares some tips for using these steps effectively, such as using active listening skills, avoiding defensiveness, and staying calm.
If you're looking for ways to improve your customer service skills, this video is a must-watch!
#customerservice
#deescalation
#conflictresolution #workplaceconflict #conflict_management #difficultconversations
#customerexperience #customersatisfaction #pollackpeacebuilding
This is for dealing with:
angry customers
frustrated customers
stressed customers
how to calm down a customer
how to handle angry customers
how to resolve customer complaints
customer service tips
customer service skills