** Through GSRMA's partnership with PRISM, members of GSRMA have access to PRISM trainings such as these at no additional cost to you or your agency. **

Time: 9AM – 12PM

Location:
PERC Learning Center - San Bernardino
217 E. Club Center Drive, Suite A
San Bernardino, CA 92408

Overview

Develop the skills to see past a person’s outward behavior and address the underlying intentions that are often miscommunicated during a crisis. 

This session empowers you to identify the hidden needs that create friction with customers and colleagues.

Learn how to recognize warning signs for when a customer or coworker is beginning to get agitated, strategies for slowing escalation, and tools to begin de-escalating a situation and working towards an amicable resolution.

Key Takeaways

• Behavioral Identification: Learn to look past outward "noise" and agitation to identify the hidden needs and intentions driving a conflict.
• Strategic Mindset Shift: Trade impulsive "crisis thinking" for a logical, strategic approach to communication under pressure.
• Proactive De-escalation: Gain the tools to recognize rising agitation before it peaks, allowing for earlier and more effective intervention.

Our Speaker will be Michael Williams, Security Specialist, from Chubb Insurance.

Please share this flyer with employees at your agency who may be interested in attending.

Register Here