Coaching with Tough Conversations: Training Agents to Stay Calm Under Pressure

For managers who train support teams: this episode lays out practical frameworks to coach emotional resilience and de‑escalation. We cover short, repeatable training drills, feedback models that emphasize tone and boundary setting, and how to incorporate AI role‑play practice into your regular training cycle. You’ll get a one‑week training plan and sample feedback phrases you can use after real incidents to help agents improve quickly and safely.