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Webinar: Conflict Management and De-escalation

In this free one-hour webinar, Suzanne Powell helps you make informed, effective, and safe choices when facing customer conflict and violence.

Webinar: Conflict Management and De-escalation

Originally presented May 17, 2024

When given the appropriate knowledge and skills, we can all make informed, effective, and safe choices when facing customer conflict and violence. As part of that approach, join Suzanne Powell to discuss how we can create a shift in how we view and respond to these situations to enhance our safety and reduce employee stress.

Suzanne covers:

  • The Continuum of Customer Conflict
  • How Communication Choices Determine Risk
  • Management of Behaviors VS Reactionary Efforts to Control
  • Zero Tolerance and Employee Safety
  • Contributing Factors to Customer Violence
  • Managing our Own Behaviors
  • Assertive Communication
  • Safely Gaining Customer Co-operation

Click the video below to access the recording, slides, and transcripts.

When you continue past the introduction to the webinar, you'll be prompted to log in. We require login to view the whole tutorial so we can provide certificates of completion for your records and for professional development credit. No purchase is required and you can create a Niche Academy account if you don't already have one. The certificate will be available for download when you have completed all sections of the tutorial.  

 

 

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