The President’s Office is extending a special invitation to the Innovative Educators’ webinar training “10 Key Responses For Handling Disruptive Behaviors.”
Any front office or frontline staff (including frontline student workers) in the TU Community that believe they could benefit from this webinar session, please contact the President’s Office Administrative Assistant, Alyssia Caccia directly to sign up via email acaccia@towson.edu.
With limited seating capacity, participants will be registered on a first-come, first-served basis.
Training Front Office Staff: 10 Key Responses For Handling Disruptive Behaviors
Presenter: Bitsy Cohn, Director for Colorado Community College System
Wednesday, September 23 ~ 3:00-4:30pm (Eastern)
Administration Building, AD 424 Conference Room
Overview
As we know, problems can occur in every area across campus and at varying levels of severity. Student demands can be vast and unrealistic, and yet we are still here to serve. Students, parents and even staff members may complain, yell, make a scene in front of others, and even become threatening to the point of needing to request campus safety support. So how can you handle the difficult or disruptive customer in a positive and safe manner? 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.
Objectives
· Learn how to address in person, phone and email issues with the highest level of customer service even in complex situations
· Learn how to say no effectively
· Learn how to assess situations, give referrals or seek assistance as appropriate
· Leave with frontline strategies that support students, faculty, and staff in crisis.
Suggested Articles – Resources
7 Steps For Dealing With Angry Customers (FORBES)
How to Talk to Your Angriest Customers (HUFF POST – BUSINESS)
Defusing Anger In Others (Eastern Washington University)
