Calendar

Overview

Develop the skills to see past a person’s outward behavior and address the underlying intentions that are often miscommunicated during a crisis. 

This session empowers you to identify the hidden needs that create friction with customers and colleagues.

Learn how to recognize warning signs for when a customer or coworker is beginning to get agitated, strategies for slowing escalation, and tools to begin de-escalating a situation and working towards an amicable resolution.

Key Takeaways

• Behavioral Identification: Learn to look past outward "noise" and agitation to identify the hidden needs and intentions driving a conflict.
• Strategic Mindset Shift: Trade impulsive "crisis thinking" for a logical, strategic approach to communication under pressure.
• Proactive De-escalation: Gain the tools to recognize rising agitation before it peaks, allowing for earlier and more effective intervention.

Our Speaker will be Michael Williams, Security Specialist, from Chubb Insurance.

Please share the attached flyer with employees at your agency who may be interested in attending.

Need More Info or Help?
We hope you can join us. Feel free to contact Doug McGill for more details.

Phone: 916-850-7300
Email: dmcgill@prismrisk.gov