The ideal outcome for conflict management is to prevent it from ever happening. But no matter what you do, some conflicts are going to flare up, especially when nerves are high, and people are worn out. You do, however, have the ability to prevent some issues from arising. And you do have the ability to minimize the conflicts that are seemingly inevitable. That's what we'll discuss in this course on de-escalation. We'll talk about what angry customers need, and how to meet those needs through listening, understanding, and empathy.