I blocked off yesterday afternoon to listen to a random sample of recorded phone calls between customer service representatives and customers (patients and providers) for my client. I’m preparing to deliver a full-day De-escalation workshop to this group in a couple of weeks.
One of the things I noticed is that some of the employees have a tendency to use language that opens the door for escalations. It’s unintentional. I’m sure of that. The workers are overwhelmed, if not stressed. Their customers can be difficult. To try to control conversations, provoking language is sometimes used. I hear things like: