Complaints Handling and De-escalation Workshop

This engaging 3-hour interactive workshop is designed to help participants build confidence and skill in managing challenging situations calmly, safely, and professionally.

The session will cover:

• First impressions
• Body language and non-verbal communication
• Attitude, behaviour, and emotional control
• Practical de-escalation strategies
• Effective communication techniques
• Handling conflict over the telephone

The course also includes personal safety strategies, covering situational awareness, self-defence legislation, and practical breakaway techniques to support safe disengagement when needed.

The course will be held at the Skipton BID Office from 9.30am-12.30pm on November 18th.