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This course teaches the essential people skills needed to handle challenging situations and resolve conflicts effectively. With these new strategies you will be more prepared to address problems, improve customer service relationships and avoid larger security incidents. This course will equip you with the tools needed to assess the intensity of a situation, apply de-escalation tactics to diffuse tension & solve underlying problems, and open your mindset to consider different norms & expectations. This course also covers how to use your body posture & physical spacing during a conflict, and how to notice indicators of a potentially violent person. Special attention is paid to increasing awareness regarding cultural diversity, homelessness, and mental health issues and how de-escalation strategies can be applied successfully in many situations.
Section 1: What is De-Escalation
Section 2: How to De-Escalate
Section 3: Diversity & De-Escalation
Section 4: Homelessness and Mental Health Issues
Section 5: Noticing Indicators to Potential Violence
Security Personnel
Customer Service Representatives
Cashiers
Concierge Teams
Retail & Sales Associates
Front Desk/Reception
Any Customer-Facing Roles
Mr. Lifrieri is currently the President of Protective Countermeasures Inc., a security firm located in New Rochelle New York specializing in threat mitigation, investigation and training.
Christine is a seasoned Instructional Designer and E-Learning Developer.
She earned her Bachelor of Science in Education from Illinois State
University. Beginning her career as an educator in inner-city Chicago,
she transitioned to training flight attendants, focusing on emergency
evacuations, equipment procedures, and aviation security.
$89.00
