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Defusing an Argument


Welcome to Audio Learning from Assemble You.

It’s no secret that service-industry jobs can be full of uncomfortable encounters. People who work in hospitality, tourism, and retail jobs are likely to experience stress as a result of disagreements with customers. Learning how to defuse an argument is a valuable skill, especially when it means that you can protect your short-term and long-term health. 

But why do arguments happen? 

Rising tensions, broken promises, and personal issues can all cause a customer to raise their voice and cause a disruption. One study from the Institute of Customer Service found that 56% of the customer-service employees surveyed experienced ‘increasing levels of hostility’ during the COVID-19 pandemic. 

As we can see, arguments can happen for any number of reasons. Unfortunately, there is no way to avoid conflict in customer-facing positions. The only solution is to assess the situation and react appropriately. 

Learning Objectives

  • Identify why arguments occur
  • Establish how to stay calm in stressful situations 
  • Examine why physical and verbal communication is important
  • Develop your knowledge of de-escalation techniques

Target Audience

People in customer-facing, service industry roles who want to de-escalate stressful situations.