February 25, 2020, 01:00 PM - 02:30 PM
LRC Room 309

CETL Workshop: Training Front Office Staff: Handling Difficult & 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. 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.

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Contact Information

Paris Cooper
Phone: 8783

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