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Event Detail

Successfully Dealing with Harassing Customer Behaviors

Friday, March 15, 2019 (9:30 AM - 4:00 PM) Export to vCalendar
Where:   Indian Trails Public Library District (In Person)

  • Please note that registration is currently full for this event. You may follow the registration link to be added to a waiting list

    A registration fee of $15.00 will be charged to cover the cost of a boxed lunch. Checks should be made out to Indian Trails Public Library District.

    After registering, checks may be brought the day of the program or mailed to:

    Indian Trails Public Library
    Attn: Andrea Donatoni
    355 Schoenbeck Road
    Wheeling, IL 60090

    : Register

Have you ever felt harassed by the public, vendors, consultants? Learn how to effectively respond to and minimize the impact of anxious, irrational, angry, rude people and defuse potentially dangerous behavior. This interactive training features small group discussions and practical information on harassment prevention and correction, discussion and other effective tools to navigate tense situations. This workshop addresses what action employees should take when they feel they are being harassed by non-employees (patrons, vendors, contractors, consultants etc…) and gives the participants the skills to effectively respond to anxious, irrational, angry, hostile, or potentially dangerous behavior, and minimize the negative impact of challenging encounters.

Participants will learn and begin to master:
Nonverbal and verbal elements of communication that can impact a crisis situation.
De-escalation strategies to use with internal and external customers.
Setting limits with individuals who are verbally aggressive and noncompliant.
The appropriate actions to take when you feel you are being harassed at work.
Coping mechanisms to help maintain professionalism during confrontations.
Ways to learn from crisis situations and improve future interactions.
Two primary mechanisms for an environment free of harassment from any source.

Andrew Sanderbeck is a recognized expert trainer, coach and consultant on leadership and team development, customer service and developing cohesive management teams. Andrew is the founder of The People~Connect Institute, an organization of professionals that work with management and executive teams that value the human potential of their employees while leading purpose driven organizations. Andrew presents over 100 customized workshops, seminars and keynotes for organizations and at conferences around the world each year.

Funding for this program was provided through a continuing education grant by the Reaching Across Illinois LIbrary System (RAILS).

Event Coordinator: Ryann Uden
Phone: 847-279-2212

Type:   Workshop

The program begins at 9:30 am. Doors open at 9 am for continental breakfast and networking.

Categories: Customer Service, Northbrook Area

This event is sponsored by Reaching Across Illinois Library System.

Questions? Please contact Karen Goyer.

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