De-escalations techniques
What is the first step to take when dealing with an abusive caller?
What is to stay calm and composed?
This is the first step in active listening, where you focus entirely on the speaker.
What is paying attention?
This type of abuse involves the use of threatening language or aggressive tones.
What is verbal abuse?
This type of question encourages a detailed response and often begins with "how" or "why."
What is an open-ended question?
Frequent use of this word can signal that a caller is feeling frustrated or aggressive.
What is "always" or "never"?
This technique involves acknowledging the caller's emotions without agreeing with their negative behavior.
What is empathetic listening?
This technique involves summarizing what the speaker has said to ensure understanding.
What is paraphrasing?
This phrase often indicates that a caller is upset and may escalate to abusive language.
What is "I'm so angry"?
This questioning technique encourages reflection and deeper understanding.
What is probing?
A caller exhibiting this emotional state may escalate to abusive behavior if their frustrations are not addressed.
What is anger?
When a caller uses abusive language, what should you communicate to them?
What is that their behavior is unacceptable and you need respect to assist them?
This type of feedback lets the speaker know you are engaged, often through nodding or verbal affirmations.
What is nonverbal feedback?
This type of language is characterized by insults or demeaning comments made towards the recipient.
What is derogatory language?
This skill involves putting yourself in the caller’s shoes to understand their feelings.
What is empathy?
Acknowledging a caller's frustration can help build this important aspect of communication.
What is rapport?
Redirecting the conversation to focus on solutions can help shift the caller's mindset. What is this technique called?
What is problem-solving?
This is a common barrier to active listening, often caused by distractions or preoccupied thoughts.
What is external noise?
This technique involves calmly acknowledging the caller's feelings while maintaining professional boundaries.
What is de-escalation?
This response can help diffuse tension by validating the caller's feelings.
What is "I can understand why you’re upset"?
Being firm but polite is crucial when setting these during a call.
What are boundaries?
If a caller continues to be abusive despite your attempts to de-escalate, what should you consider doing?
What is to calmly inform them that you will end the call if the behavior doesn't change?
This is the practice of withholding judgment while listening to another person’s point of view.
What is open-mindedness?
This action may be necessary if the caller continues to be abusive despite attempts to de-escalate the situation.
What is it, reading the abusive ch talk off?
After addressing the caller's concerns, this phrase can help leave a positive impression.
What is "Is there anything else I can assist you with today?"
This approach requires you to listen actively while also conveying understanding and support to the caller.
What is empathetic listening?