Webinar: Handling Difficult People: Warning Signs & Effective Tactics
March 14, 2023 3:00 pm - 4:30 pm
Are anger, confusion, ignorance, fear, mental health issues, unknown motivations, or a mixture of these on display with that difficult accountholder in front of you or on the phone?
Do you duck and cover, deflect and defer, or step up to resolve (and understand) the problem? Join this timeless webinar to learn more about how to effectively handle difficult people and situations.
AFTER THIS WEBINAR YOU’LL BE ABLE TO:
- Determine who is the problem: accountholder, visitor, or a staff member
- Describe the causative factors of the person’s hostility
- Employ best practices during a confrontation
- Explain banking procedures that a person wouldn’t know
- Use cognitive listening to resolve a problem
- Understand the warning signs when a person is about to become volatile
- Design your course of action to resolve a situation
WEBINAR DETAILS
Handling difficult people is one of the hardest situations staff has to manage on a regular basis. This program will review problems frontline staff and management could face during interactions with accountholders and explain ways to cope when things get hostile. People who become upset need to be defused and doing so is not always easy. The most well-meaning intentions could escalate the problem. Join us to learn more about causative factors, warning signs, and the proper use of cognitive listening.
WHO SHOULD ATTEND?
This informative session will benefit risk management staff, security officers, branch managers, frontline staff, and anyone who handles upset accountholders. (This is not a program for collection officers.)
TAKE-AWAY TOOLKIT
- Incidents report form
- Security tips
- Employee training log
- Interactive quiz
- PDF of slides and speaker’s contact info for follow-up questions
- Attendance certificate provided to self-report CE credits
Speaker: Barry Thompson and Arvin Clar, Thompson Consulting Group, LLC.
Barry Thompson is an international speaker, trainer, consultant, and writer. He is a security and compliance “guru” for a leading national training organization and regularly presents security conferences for trade groups – he has trained over 54,000 financial professionals.
Barry is recognized worldwide, presenting in Brussels, Belgium to European bankers on internal fraud; at the United Nations on identity theft; and to Japanese bankers on bank security. Barry has worked in the financial services industry for over four decades, and has held the positions of security officer, compliance officer, treasurer, senior vice president, and executive vice president. He has handled over 900 security cases and has been involved with investigations and prosecutions at the federal, state, and local levels. Barry is the author of 101 Security Tips for the Beginning Security Officer and Inside the Vault and has been interviewed by Newsweek, Computer World, USA Today, and other national publications.
Arvin Clar is a nationally known speaker with 35 years’ experience in risk assessment and security in the financial services industry. Prior to joining Thompson Consulting Group, Arvin was a detective in the Financial Crimes Unit for the Cleveland Police Department for over 29 years. While there, he investigated thousands of financial crimes and presented them for state and federal prosecution. He also served as an Assistant Vice President for Charter One Bank as their Bank Protection Coordinator for over 17 years, overseeing the safety and investigation of fraud issues of 750 banking branches throughout five states. Arvin serves as Adjunct Faculty at Cuyahoga Community College, in the College of Criminal Justice, where he has taught for over 35 years, lecturing on criminal justice, criminology, and criminal investigation.