de-escalation | Quest

Hostile Client De-escalation

Last Updated February 21, 2024

Process for De-escalating a situation with a hostile client.

Subject: Customer Service, Employee Safety Topics: active listening, communication, Customer Service, de-escalation, emotional intelligence, Empathy, hostile client, support staff

The Feedback Model

Last Updated July 13, 2017

Utilizing the Feedback Model invites clarity rather than conflict.

Subject: Communication, Empathy Topics: assumptions, communication, conflict, conversation, de-escalation, emotions, feedback, feelings, Relationships