Outline and course description.
1. How to best deal with angry, hostile, or noncompliant behavior in everyday life for personal and professional gain. 2. HR professionals should take special interest in thus program. Reduce liabilities and confusion created from lack of basic skills in this critical field of communication. 3. Veteran and new employees should gain benefits regardless of assignment. Orientation inclusion ideas to avoid unnecessary confrontations from the beginning of employment to retirement. 4. Basic customer service level employees to Corporate Execs can benefit from time tested techniques to Read, Recognize and Respond to upset persons in all types of communications. These could include written, telephone and face to face counter operations. 5. Your response to defensive behavior is often the key to avoiding a physical confrontation with someone in a face to face encounter who has lost control of their behavior. Losing control of yourself is not best practice. 6. Learn how to communicate respectfully but firmly set boundaries for encountered behaviors that may be uncomfortable indicators of pending violence. When to gather assistance from other staff member all the way and up to including contacting law enforcement. 7. Discover how body language indicators from you and the person in crisis can have un intended consequences 8. “De-Escalation Techniques” tailored for your industry will help you respond to difficult behaviors in the safest, most effective ways with down to earth innovative technique.
Instructor: Officer Brian “Bucky” Buchanan
Bucky is the training officer for the Hamilton Police Department and a member of the Miamisburg Sportsmen’s Club. Bucky teaches on many subjects and is a very accomplished and respected instructor. With over 30 years’ experience in the field.
What you need to bring: Writing utensils and note pad if desired.