De-escalation at a corporate event in Szczecin
Staff may face an upset customer who begins raising their voice. A short event module cannot replace a full programme, but it can practise noticing changes, keeping distance and requesting support before the exchange escalates.
A familiar scene
Choose a reception, service desk or phone scenario instead of an abstract aggressor. Who can end contact? Where is the exit, and how does a manager receive information? A short exercise exposes important details.
Words and boundaries
Practise simple statements without claiming that one phrase will always calm someone. Recognise when to end a conversation and seek help. Discuss different responses without blaming staff.
After the event
Note unclear parts of the procedure. A separate course offers more time for repeat scenarios if incidents recur. Tell us the roles and types of customer contact for a Szczecin proposal.
What changes on the second attempt?
A worker might spend the first scene blocking their own exit while trying to persuade the customer. After the debrief they can move nearer a colleague, shorten their statement and end contact. Repeating the scene tests the choice without shouting. The instructor discusses spatial and organisational factors, not a participant’s personality. If the workstation has no way to summon support, the company must address that design issue as well.
WCSiB · Samoobrona Poznań · Samoobrona Warszawa
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