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  Welcome to the Enrollment Website April 20, 2014
“Common Service Delivery” – Call Handling & De-Escalation  “Common Service Delivery” – Call Handling & De-Escalation
This 3.5 hour training session is targeted to CSD staff that work in contact centres. The course content focuses on call handling & de-escalation and is designed to be interactive and engaging through group discussion, participatory exercises and skills practice. It will translate theory and concepts to the practical realities of working in a Government of Alberta contact centre.

A prerequisite worksheet will be emailed to participants one week before the session, to assist with the application of course content.

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