Handling Difficult People Webinar

Handling difficult people is one of the hardest situations staff is asked to manage on a regular basis. This program reviews problems frontline staff and management could face during interactions with accountholders and teaches methods to help you 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. We review causative factors, warning signs, and the proper use of cognitive listening.

What You’ll Learn

  • Reasons the public may become hostile
  • Techniques to reduce anger when people become frustrated
  • Code word to inform staff there is trouble
  • Understand when it is appropriate to contact law enforcement for help.
  • Know what words will reduce anxiety and what words will create a hostile situation.
  • Learn how to build trust in the individual that you will do what you’re promising them.
  • When the interaction is over know how to end it with limited or minor hurt feelings.
Who Should Attend

Management, security officers, risk professionals, internal auditors, and compliance officers.

Continuing Education (CE) Credits

This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.

View Delivery Options


Arvin Clar
Arvin Clar

Arvin Clar is a nationally known instructor in security, police operations, and economic crime. He has been a speaker for many organizations, corporations, and trade groups, and has conducted security... read more.

Course TitleCreditsStart DateStart TimeDelivery TypeDelivery OptionInstructor / LocationPrice
Handling Difficult People Webinar.25 Any AnyWebinarOn-Demand Arvin Clar$279.00 Register Now
Delivery Options

Webinars for Banks and Credit Unions

Live Webinar:

INCLUDES 30 DAYS OF ONDEMAND PLAYBACK! With this option, you will participate in the webinar as it is being presented. You will login to the webinar on your PC to view the PowerPoint presentation, and you have the option of using your PC speakers or a phone for the audio. You can type and send your questions to the instructor.  And don’t worry if you miss the webinar, you can still view it for up to thirty days after it takes place!

Live Plus Twelve Months OnDemand Playback:

With this option, you will receive the live version, then you will receive an e-mail that contains a link to the PowerPoint slides (to download, print, and copy) as well as a link where you will view and hear the entire webinar just as it was delivered, featuring the full-color PowerPoint presentation with audio. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. The link will be available to you (and anyone else in the company) for up to twelve months and can be accessed 24/7 as many times as you wish. Delivered via e-mail the day after the webinar takes place.

Live, Twelve Months OnDemand Playback PLUS Digital Download:

By adding the Digital Download to your order, you will be adding access to make the webinar part of your training library.  You can pause, fast-forward and rewind as needed, which makes it an effective training tool. With this option, you will receive a download of the PowerPoint slides as well.  Access to the Digital Download is for the life of your library.

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