Industries
Police and Security Professionals:.
Every day Police officers and security professionals deal with dangerous situations involving individuals who are under the influence of drugs, alcohol or dealing with mental or emotional challenges; these dynamics make the individuals highly volatile and potentially dangerous for the officer and others around them. These situations can be exacerbated if the officer mishandles the interaction by communicating in a manner that lacks understanding, compassion, or allows themselves to be drawn into conflict.
As a retired thirty-year veteran metropolitan police officer and 25-year police academy commander; Bill understands the challenges officers face every day in doing their jobs in a professional, compassionate, and tactically safe manner; this 8 course will equip the officer with street tested techniques to de-escalate virtually anyone, handle conflict in a professional and compassionate manner, and master their own emotional states; thus reducing officer use of force, officer injuries, and citizen complaints.
Officers will also be equipped to better understand the dynamics of conflict and how to navigate these situations more skillfully, and manage the stress that comes from handling these situations day in and day out.
Topics Covered:
- Mastering your emotions
- Simple, effective, and street tested techniques for de-escalating anyone
- How to read body language
- How to detect deception in seconds
- Pre-incident indicators of violence
- NLP tools for influence and persuasion
- Practical tactics for approach and interaction
- Congruency and framing conversations
- Much more
Medical Professionals:
This course will teach medical professionals in emergency rooms, doctors’ offices, or hospice facilities to professionally, compassionately, and effectively handle the challenges they encounter when dealing with emotionally upset, irate or mentally unstable, patience or family members; or even individuals under the influence of alcohol and or drugs.
Many times patience and family members are under a great deal of stress when in medical facilities and the professionals who provide their care are often the negative and unwarranted recipient of this stress in the form of aggressive communication; learning to manage these situations compassionately, professionally, and effectively is critical for both the patient and the medical professional; this 6 course will show your staff how to manage these conversations, influence outcomes, and create positive solutions.
Topics Covered:
- Mastering your emotions
- Powerful conflict management tools
- How to effectively read body language and reduce stress in others
- How to frame conversations and information for optimal understanding
- Pre-incident indicators of aggression
- Simple tools for influence and persuasion to get buy in.
- Proxemics for influence
- Environmental factors
- Language choice and congruency in communication
- Much more
Hotel and Hospitality Professionals:.
The hospitality industry has many unique challenges; dealing with irate, upset, and demanding customers can be a serious challenge for front desk mangers, hotel staff, and servers; when customers have unrealistic expectations or demands it can instigate staff to overreact or handle complaints in an unprofessional manner and exacerbate situations making them worse or even dangerous depending on the situation.
This 4-hour course will teach your staff how manage conflict with irate, angry, or demanding customers even the ones who are under the influence of alcohol and or drugs; dealing with emotional or mental health situations in a professional, compassionate, and positive manner.
Topics Covered:
- Topics Covered
- Mastering your emotions
- Powerful conflict management tools
- How to effectively read body language and reduce stress in others
- How to frame conversations and information for optimal understanding
- Pre-incident indicators of aggression
- Simple tools for influence and persuasion to get buy in.
- Proxemics for influence
- Environmental factors
- Language choice and congruency in communication
- Much more
Retail and Sales Professionals:
The Retail and sales industry is filled with challenges, in the world today customers can be irrational, demanding, and unreasonable in their expectations; learning to mange these situations is imperative for todays sales professional. This 4-hour course will equip your staff for dealing with a variety of challenges from customers that are under the influence of drugs and or alcohol to ultra demanding customers that have unrealistic expectations.
This course will provide your team with simple, street tested, and effective tools for handling conflict, deal with anger, and de-escalating even the most difficult customer in a compassionate, professional, and positive manner.
Your staff will learn to manage their own emotional states more effectively thus handling situations better and reducing the stress they deal with in handling these situations, communicating in an effective and influential way, turning complaints into praise and transforming angry customers into bran evangelists.
Topics Covered:
- Mastering your emotions
- Powerful conflict management tools
- How to effectively read body language and reduce stress in others
- How to frame conversations and information for optimal understanding
- Pre-incident indicators of aggression
- Simple tools for influence and persuasion to get buy in.
- Proxemics for influence
- Environmental factors
- Language choice and congruency in communication
- How to transform complaints into compliments
- Gain customer buy in
- Create a collaborative environment
Delivery Professionals:
Delivery drivers face the unique challenge of being alone, in all kinds of environments, and dealing with a wide variety of individuals; due to these challenges the drivers need a specific set of communication skills to handle everything from irate individuals to those under the influence of drugs and or alcohol.
This 4-hour course will show them how to enhance their safety in these situations, de-escalate anyone and mange conflict in a professional, effective, and compassionate manner while maintaining their personal safety.
Topics Covered:
- Mastering your emotions
- Powerful conflict management tools
- How to effectively read body language and reduce stress in others
- How to frame conversations and information for optimal understanding
- Pre-incident indicators of aggression
- Simple tools for influence and persuasion to get buy in.
- Proxemics for influence
- Environmental factors
- Language choice and congruency in communication
- How to transform complaints into compliments
- Gain customer buy in
- Create a collaborative environment
Financial Institutions:
This 4-hour course will teach the financial professional how to handle aggression and conflict in the professional setting, when customers get irate or upset; regardless of the situation, these simple, effective, and street tested tools will provide the banking professional with techniques for de-escalating people, handling conflict in a professional, effective, and compassionate manner bring situations to peaceful resolution.
Topics Covered:
- Mastering your emotions
- Powerful conflict management tools
- How to effectively read body language and reduce stress in others
- How to frame conversations and information for optimal understanding
- Pre-incident indicators of aggression
- Simple tools for influence and persuasion to get buy in.
- Proxemics for influence
- Environmental factors
- ·Language choice and congruency in communication
- How to transform complaints into compliments
- Gain customer buy in
- Create a collaborative environment
Religious Institutions and House of Worship:
Churches and houses of worship face unique challenges, due to the sensitive nature of communication surrounding faith and worship issues; churches can and often are places filled with emotional issues and attendees can be dealing with deep emotional challenges which can manifest themselves in destructive or aggressive ways; equipping your staff with tools for de-escalating emotional individuals or those dealing with mental health challenges or substance abuse issues is imperative this 4 hour course will give your staff powerful, simple, and street tested tools and techniques for handling conflict, anger, or aggression in a professional, compassionate, and effective manner quickly and effectively.
Topics Covered:
- Mastering your emotions
- Powerful conflict management tools
- How to effectively read body language and reduce stress in others
- How to frame conversations and information for optimal understanding
- Pre-incident indicators of aggression
- Simple tools for influence and persuasion to get buy in.
- Proxemics for influence
- Environmental factors
- Language choice and congruency in communication
- How to transform complaints into compliments
- Create a collaborative environment
- Addressing the sensitive challenges of faith and effective communication in a respectful manner
Schools
Teachers, Administrators, and councilors all have very challenging jobs dealing with disruptive students and Irate parents in the volatile world we exist in today; this 4-hour course will teach the attendee to communicate in a professional, effective, and compassionate way to bring any challenging situation to a positive resolution.
Topics Covered:
- Mastering your emotions
- Powerful conflict management tools
- How to effectively read body language and reduce stress in others
- How to frame conversations and information for optimal understanding
- Pre-incident indicators of aggression
- Simple tools for influence and persuasion to get buy in.
- Proxemics for influence
- Environmental factors
- Language choice and congruency in communication
- How to transform complaints into compliments
- Gain customer buy in
- Create a collaborative environment.
Dispatchers & Call Center and Professionals:
Dispatchers and Call Center Professionals face unique challenges since there is no face-to-face interaction with the customer or caller; as a result, the dispatcher must rely on word choice and vocal patterns to influence the attitude and decision making of the caller.
This 3-hour course is specifically designed for those professionals that work on the phone; by giving them powerful, simple, and effective vocal and influence tools to positively impact the caller to get cooperation, and buy in.
Topics Covered:
- Mastering your emotions
- Powerful conflict management tools
- How to effectively listen for emotion in vocal patterns
- How to frame conversations and information for optimal understanding
- Simple tools for influence and persuasion to get buy in.
- Transformational language patterns
- Influential linguistic skills
- Language choice and congruency in communication
- How to transform angry, upset, or emotional callers into calm communicators
- Gain customer buy in
- Create a collaborative engagement
- NLP tools for framing conversations