BEGIN:VCALENDAR VERSION:2.0 METHOD:PUBLISH PRODID:-//Telerik Inc.//Sitefinity CMS 13.3//EN BEGIN:VTIMEZONE TZID:Central Standard Time BEGIN:STANDARD DTSTART:20231102T020000 RRULE:FREQ=YEARLY;BYDAY=1SU;BYHOUR=2;BYMINUTE=0;BYMONTH=11 TZNAME:Central Standard Time TZOFFSETFROM:-0500 TZOFFSETTO:-0600 END:STANDARD BEGIN:DAYLIGHT DTSTART:20230301T020000 RRULE:FREQ=YEARLY;BYDAY=2SU;BYHOUR=2;BYMINUTE=0;BYMONTH=3 TZNAME:Central Daylight Time TZOFFSETFROM:-0600 TZOFFSETTO:-0500 END:DAYLIGHT END:VTIMEZONE BEGIN:VEVENT DESCRIPTION:Are anger\, confusion\, ignorance\, fear\, mental health issues \, unknown motivations\, or a\nmixture of these on display with that diffi cult accountholder in front of you or on the\nphone? Do you duck and cover \, deflect and defer\, or step up to resolve (and understand)\nthe problem ? Join this timeless webinar to learn more about how to effectively handle \ndifficult people and situations.\n\nLearning Objectives\n\n Determine who is the problem: accountholder\, visitor\, or a staff member\n \n Describe the causative factors of the person&rsquo\;s hostility\n \n Employ best practices during a confrontation\n \n Explain banking procedures that a person wouldn&rsquo\;t know\n \n Use cognitive li stening to resolve a problem\n \n Understand the warning signs when a person is about to become volatile\n \n Design your course of acti on to resolve a situation\n \n\nHandling difficult people is one of the hardest situations staff has to manage on a regular basis. This\nprogram will review problems frontline staff and management could face during inte ractions with\naccountholders and explain ways to cope when things get hos tile. People who become upset need to be\ndefused and doing so is not alwa ys easy. The most well-meaning intentions could escalate the problem.\nJoi n us to learn more about causative factors\, warning signs\, and the prope r use of cognitive listening. DTEND:20230314T203000Z DTSTAMP:20240328T150753Z DTSTART:20230314T190000Z LOCATION: SEQUENCE:0 SUMMARY:Handling Difficult People: Warning Signs & Effective Tactics 9 UID:RFCALITEM638472172732307776 X-ALT-DESC;FMTTYPE=text/html:
Are anger\, confusion\, ignorance\, fear\, mental health issues\, unknown motivations\, or a\nmixture of these on dis play with that difficult accountholder in front of you or on the\nphone? D o you duck and cover\, deflect and defer\, or step up to resolve (and unde rstand)\nthe problem? Join this timeless webinar to learn more about how t o effectively handle\ndifficult people and situations.\n
\nLearning Objectives
\nHandlin g difficult people is one of the hardest situations staff has to manage on a regular basis. This\nprogram will review problems frontline staff and m anagement could face during interactions with\naccountholders and explain ways to cope when things get hostile. People who become upset need to be\n defused and doing so is not always easy. The most well-meaning intentions could escalate the problem.\nJoin us to learn more about causative factors \, warning signs\, and the proper use of cognitive listening.
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