Handling Difficult People: Warning Signs & Effective Tactics

Collections Frontline & New Accounts Human Resources Lending Marketing Security & Fraud Senior Management

On-Demand Webinar

StreamedMar 15, 2023Duration90 minutes

Unlimited & shareable access starting two business days after live stream
Available on desktop, mobile & tablet devices 24/7
Take-away toolkit
Ability to download webinar video
Presenter's contact info for questions

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Are anger, confusion, ignorance, fear, mental health issues, unknown motivations, or a mixture of these on display with that difficult accountholder in front of you or on the phone?

Do you duck and cover, deflect and defer, or step up to resolve (and understand) the problem? Join this timeless webinar to learn more about how to effectively handle difficult people and situations.

AFTER THIS WEBINAR YOU’LL BE ABLE TO:

Determine who is the problem: accountholder, visitor, or a staff member
Describe the causative factors of the person’s hostility
Employ best practices during a confrontation
Explain banking procedures that a person wouldn’t know
Use cognitive listening to resolve a problem
Understand the warning signs when a person is about to become volatile
Design your course of action to resolve a situation

WEBINAR DETAILS

Handling difficult people is one of the hardest situations staff has to manage on a regular basis. This program will review problems frontline staff and management could face during interactions with accountholders and explain ways to cope when things get hostile. People who become upset need to be defused and doing so is not always easy. The most well-meaning intentions could escalate the problem. Join us to learn more about causative factors, warning signs, and the proper use of cognitive listening.

WHO SHOULD ATTEND?

This informative session will benefit risk management staff, security officers, branch managers, frontline staff, and anyone who handles upset accountholders. (This is not a program for collection officers.)

TAKE-AWAY TOOLKIT

Incidents report form
Security tips
Employee training log
Interactive quiz
PDF of slides and speaker’s contact info for follow-up questions
Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your institution is prohibited. Print materials may be copied for eligible participants only.

Presented By

Barry Thompson

Thompson Consulting Group, LLC

Arvin Clar