Training Front Office Staff: 10 Key Responses For Handling Disruptive Behaviors

Key Takeaway There are magic phrases that move your conflicts from escalation to solution. You’ll learn 10 of them during this webinar and will definitely use them in your everyday interactions. Challenge There is nothing worse than being frozen by a negative interaction when your job is to get to a positive solution with a difficult customer. This webinar will help you “unfreeze” when you need to, and will give you a perspective that may avoid the freeze in the future. Overview Have you ever dealt with a frustrated, demanding, or threatening student, parent or even a fellow staff member? If you’ve worked the “front lines” of customer service in higher education, you have had this experience. Most often, you are “broadsided” to the point where you are at a loss for words, defensive or even fearful. When this happens, it is often difficult to recover and continue to work toward a solution. Instead we are often caught up in the negative situat