De-escalation

Course Overview

This course equips employees with practical techniques for managing guest concerns professionally and confidently. Participants will learn how to apply the L.A.S.T. Framework (Listen, Apologize, Solve, Thank) to structure effective responses, use professional de-escalation techniques to remain calm and reduce tension during difficult interactions, and recognize situations that require escalation to management. By developing these skills, employees can improve guest satisfaction, resolve concerns more effectively, and help maintain a positive experience while protecting the business’s reputation.

Topics Covered

✅The L.A.S.T. Framework

✅Pro De-Escalation Techniques

✅When to Escalate to Management