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.

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