TecHub

De-escalation

Ability to demonstrate de-escalation consistently in operational, customer and team settings.

Skill catalogue

Human228 roles ask for it

What each level means

The P1–P5 scale is shared across every skill, but what each level means changes with the skill. This is what it looks like in practice.

  1. P1

    Recognizes effective and ineffective examples of De-escalation.

  2. P2

    Demonstrates De-escalation reliably in routine work and accepts feedback.

  3. P3

    Adapts De-escalation in difficult situations and coaches others.

  4. P4

    Models and institutionalizes De-escalation across teams.

  5. P5

    Shapes enterprise culture and leader expectations through De-escalation.

Roles that ask for it

Showing 30 of 228.

RoleLevelTarget
Chief Customer Operations OfficerM9P5
Executive Vice President, Customer Operations & Contact CentersM8P5
Senior Vice President, AnalyticsM7P5
Senior Vice President, Back Office OperationsM7P5
Senior Vice President, Claims OperationsM7P5
Senior Vice President, Contact Center QualityM7P5
Senior Vice President, Customer ServiceM7P5
Senior Vice President, Digital CareM7P5
Senior Vice President, Disputes & ResolutionsM7P5
Senior Vice President, EscalationsM7P5
Senior Vice President, Fraud OperationsM7P5
Senior Vice President, Inside SalesM7P5
Senior Vice President, Knowledge ManagementM7P5
Senior Vice President, Learning & PerformanceM7P5
Senior Vice President, Order & Billing SupportM7P5
Senior Vice President, Retention & LoyaltyM7P5
Senior Vice President, Technical Customer CareM7P5
Senior Vice President, Workforce ManagementM7P5
Vice President, AnalyticsM6P5
Vice President, Back Office OperationsM6P5
Vice President, Claims OperationsM6P5
Vice President, Contact Center QualityM6P5
Vice President, Customer ServiceM6P5
Vice President, Digital CareM6P5
Vice President, Disputes & ResolutionsM6P5
Vice President, EscalationsM6P5
Vice President, Fraud OperationsM6P5
Vice President, Inside SalesM6P5
Vice President, Knowledge ManagementM6P5
Vice President, Learning & PerformanceM6P5

Source: PROCOMER FTZ employer benchmark