Half Day Pre-Conference Workshop
PRE CONFERENCE WORKSHOP
WEDNESDAY 1ST JUNE 2016 | 12:30pm- 5:00pm
12:30 Dealing with Difficult People – How to Defuse Toxic Situations
What we say and how we say it can be the difference between a fight and voluntary compliance. The words we choose, our tone, pitch, and volume, along with our non-verbal cues, can further our customer service goals and, in the case of a toxic situation, defuse it in a safe and positive manner. How we speak and interact with others can also reduce complaints and enhance our reputation as caring professionals. The long-term benefit of this reputation is closer cooperation with and support from the communities we serve. Also, the benefits of this training are not limited to public safety professionals; the principles can also be used for more effective communications between spouses, parents and children, colleagues, etc.
Topics covered include:
- Everyone is under the influence, always!
- Ten phrases you should never use
- Why others do not hear what we say
- How to establish a link and build rapport between you and an angry citizen
- The biggest obstacles to effective communications
- How to end an angry citizen’s rant
- Techniques that will help your officers gain compliance while protecting them and your agency from complaints
- What to do when words fail
Lt. John Weinstein, College Command Staff, Northern Virginia Community College
17:00 End of Workshop