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By the end of this course, you’ll have simple, effective techniques to defuse tense situations, protect your well-being, and keep conversations on track.
At Kineo Courses, we know that time is precious - and so is learning. That’s why we’re thrilled to bring you Kineo Shorts, a brand-new series of bite-sized courses designed to deliver focused, actionable insights in just 5-10 minutes, for all employees globally.
Each Kineo Short tackles one essential learning challenge within a broader topic, giving learners the tools they need, exactly when they need them. Whether it’s between meetings, during a coffee break, or right before a big presentation, these short courses are built to fit seamlessly into the flow of work. They all include interactive reflections, practical scenarios, and a downloadable resources to reinforce learning long after the course ends.
This is more than just a new format - it’s a response to what learners have been asking for: short, sharp, high-impact practical learning moments on the top issues facing modern workforces, designed to focus on solving one specific learning problem within a wider topic. This enables learners to access mobile-friendly, accessible, in-the-moment and on-demand microlearning, which fits into their busy schedule with ease and helps them with an immediate need.
Have you ever had a customer interaction suddenly turn tense or emotional? Or had to deal with someone determined to cause a scene? It’s hard to know what to say in the moment, and even harder to keep your cool and stay calm.
When a customer starts getting more frustrated, emotional, or angry - that’s what we call escalation. It’s when a situation starts to heat up and could lead to conflict if not handled carefully.
De-escalation means actively working to calm a tense situation before it gets out of control. In this course, you’ll learn practical techniques to stay calm and professional when dealing with upset customers.
Working in customer service means sometimes dealing with upset or frustrated customers.
When emotions run high, how we respond makes all the difference.
De-escalation helps you stay safe, protect your wellbeing, and turn difficult situations into better outcomes.
