Defuse Explosives

How to Defuse Explosives – Three Ways to Make Your Customers RELAX.

Part of your job is to deal with angry customers. Sometimes these interactions can become explosive. This interactive workshop gives you instant tools to de-escalate these conversations, and neutralize the tension, volume, and nastiness. Ultimately, you want your customers to feeling listened to, with a sense of certainty, and that they remain the central focus of your operation.
The workshop mixes lecture, discussion, and role-play together to keep you engaged and entertained from beginning to end. The emphasis of the training is placed on three critical skills for de-escalation.

  • Listening to understand
  • Affirming the customer
  • Providing certainty

By the end of the training, you will have

  • Increased self-awareness of your strengths and weaknesses.
  • Specific tactics to use when you return to work.
  • The ability to make your customers, and yourself, happier

About the Facilitator

Clymer Bardsley, President of The Bardsley Group, has more than 20 years of experience as a lawyer, mediator, trainer and coach. He has helped thousands of individuals reduce conflict in their personal and professional lives. Clymer established The Bardsley Group in January 2016 to help clients reduce conflict and increase productivity, strengthen relationships and improve communication. BG does this through engaging and consulting with organizations to provide tailored coaching, facilitation, mediation, and training. Clymer has conducted trainings, courses, and presentations for the United States Army, the Philadelphia Police Department, and consulted with organizational and governmental leaders from around the country. Clymer is on the faculty of Temple University’s College of Education, and at Columbia University’s Teacher’s College.