September 24, 2019, 12:00 PM - 01:30 PM
LRC Room 309

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

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 situation and our own reactions, and these interactions end badly for all involved. Are your frontline staff members trained to effectively deal with the various levels of frustration, emotions and escalations that often occur?

This webinar will offer practical advice and tips for frontline staff on how to work with frustrated and difficult students, in person, on the phone, or through email. The presenter will discuss ways to prevent problems before they start, reduce escalation and conflict, and hopefully turn a negative into a positive.


Register for Training Front Office Staff Workshop 

Contact Information

Sophya Johnson
Phone: 2563728783

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