Defusing and De-Escalating High-Emotion Customer Conversations
An energizer workshop that equips teams to turn tense situations into constructive outcomes
Overview
Handling emotionally charged conversations is one of the toughest parts of customer-facing roles. This interactive workshop gives participants the skills, tools, and confidence to manage high-stakes situations calmly and constructively, protecting customer trust and employee wellbeing.
Yvette Renda, VP, People Development
Yvette leads the People Development function at BPA Quality, driving talent growth, learning programs, and organizational effectiveness. With over two decades at BPA, Yvette ensures that the human side of quality, coaching, agent engagement, performance feedback, is deeply aligned with data and analytics. Her work supports how clients operationalize insights from tools like the Quality Impact Index by empowering teams to act on those insights and continuously improve the customer experience.
Tuesday, January 13
9:00 am EST/14:00 GMT
3 hours
Agents
Please note: March has daylight saving time change. Forward one hour for US on March 8/UK on March 29. This means there is a 4 hour time difference in US/UK dates listed for March.
The BPA Approach
- Practical Challenges: Recognizing triggers, staying composed, managing conflict in real time.
- Behavioral Science: Applying proven techniques to influence emotions, tone, and trust.
- Psychometrics: Linking conversational behaviors to outcomes such as loyalty, complaints, and satisfaction.
Who Should Attend
Frontline staff, supervisors, and leaders who regularly handle customer conversations where emotions run high.
Benefits To Your Business
- Reduced customer complaints and escalation rates.
- Stronger brand reputation through positive conflict resolution.
- Improved employee confidence, wellbeing, and resilience.
- Increased loyalty as customers feel understood and respected.
Learning Outcomes
By the end of the workshop, participants will be able to:
- Recognize early signs of emotional escalation and respond effectively.
- Apply de-escalation tools to reduce conflict in real time.
- Communicate with empathy, clarity, and professionalism under pressure.
- Maintain personal resilience and composure during high-stakes conversations.
A practical, energizing workshop that transforms tense moments into opportunities for stronger relationships
