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Crisis Intervention Training & Facilitation...

For a number of reasons finding and developing resources for handling crisis situations in the workplace can be very important to maintaining an environment that supports and encourages employees to fully invest themselves in their work. We have extensive experience in crisis intervention. This can be a very real asset when you need us. Here are some samples and ideas that may be of benefit to you now, and will provide you with a deeper sense of what we can provide:

Customers in Crisis - Most customers just don't "blow up." There's usually a build-up of tension and if you pay attention and learn to respond to these early "warning signs," you can help calm down the customer. We can teach you how to identify and respond to these warning signs. You can learn to talk to customers who are anxious, to help defuse the situation on the spot, and keep customers from getting more angry, even on the phone.

You can learn:

1 Ways to keep your ego in-check if a customer attacks you verbally

1 How to communicate with a customer who is ranting and raving

1 Strategies for giving customers bad news in the safest, most professional manner

1 How to use your voice and body language to defuse a tense situation

1 Proven ways to set limits with non-compliant customers

Stress & Conflict at Work - Some people cannot cope with the strain and stress of today's work environment, which can cause hostility to erupt, sometimes leading to violence. Managers need to be aware of problems that can arise, such as threats to employees, verbal altercations between co-workers and, in extreme cases, physical violence. We can teach you to recognize when someone's behavior is escalating and how to respond appropriately.

You can learn:

1 How to gain compliance when an individual disagrees with a company policy

1 Why your nonverbal behavior can be more important than your words

1 Essential steps to take if employees are on the brink of a physical fight

1 Ways to minimize hostility and maximize your safety when terminating an employee

1 How to keep an employee from "pushing your buttons."

Violent Exchanges at Work - We live in an increasingly physical and verbally violent society and some of that violence is bound to spill over into the work environment. What would you do if an individual tried to attack you, a co-worker or a customer? We can address these issues and outline violence response strategies you can put into place at your organization immediately. This can directly enhance your safety if the unthinkable happens at your workplace.

You can learn potentially lifesaving techniques, including:

1 How to gain compliance when an individual disagrees with a company policy

1 Why your nonverbal behavior can be more important than your words

1 Essential steps to take if employees are on the brink of a physical fight

1 Ways to minimize hostility and maximize your safety when terminating an employee

1 How to keep an employee from "pushing your buttons."

1 How to arrange your office so you don't get trapped with a violent individual

Personal safety techniques:

1 How to stand and how to react to keep from getting injured

1 The first thing you should try to negotiate if someone confronts you with a weapon

1 How to escape from an assault and properly care for yourself and others afterward

1 An easy technique that boosts your confidence and could save your life

For more information, give us a call at 1.866.ASK.MCTS. Often a general discussion, without specifics, can provide you with a sense of direction when you are feeling overwhelmed by your circumstances. Going deeper requires detailed information to properly structure an intervention. If you are from a small company, consider using our phone-based or email-based services.

 

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