ICML training courses > Sales and customer service training > De-escalating conflict with customers or the public

De-escalating conflict with customers or the public

Even seasoned professionals can find it difficult to respond effectively when emotions run high and situations escalate. These moments often go beyond the scope of standard customer service challenges—they can feel personal, unpredictable and even threatening.

This workshop is designed to equip participants with the skills and confidence to manage these high-stakes interactions. Through practical strategies, realistic scenarios, and guided reflection, participants will learn how to stay calm, assess risk, and respond with clarity and control.

Whether the heat comes from a customer, colleague, or member of the public, this workshop helps you stay grounded and safe—while still delivering a professional response.

Target audience

This program is designed for people who deal with internal or external customers, either in person or over the phone.

Learning outcomes

Learn how to:

Recognise the signs of escalation early and respond appropriately
Apply de-escalation techniques that prioritise safety and professionalism
Maintain composure and confidence under pressure
Understand your rights and responsibilities in threatening situations
Reflect on your own triggers and develop personal strategies for staying calm
Develop techniques to avoid taking customer behaviour personally and ensure tough conversations don’t affect wellbeing.

Duration

1/2 day or 1 day
Can be tailored to any duration.

Tailored group training – in-house or virtual

Ask us how we will tailor this program to your organisation or team.
Benefits are that we tailor the:

Content to suit your organisation’s needs.
Delivery to reflect your procedures, values, examples and terminology, which encourages participants to apply their new skills in their roles.
Duration to suit the availability of your team members and your budget.

Tailoring is mostly for free and always economical as costs are based on a per day delivery and not per participant.

Request a quote

Please call 1300 655 098 to ask us how we can tailor a program to your needs. Alternatively, email us at info@icml.com.au or start a ‘chat’ on our website icml.com.au