How to Handle a Porcupine

How to defuse difficult situations and create positive service experiences

On a daily basis frontline staff are asked to respond to and manage disruptive customers, challenging parents, a flood of questions and rude behavior. This combination webinar and discussion will provide you with user-friendly resources and successful strategies used in various industries, and adapt them to higher education solutions for the difficult and disruptive people you interact with daily. You will examine real-life situations with disruptive people  and identify realistic alternatives that can improve outcomes and interactions. We will discuss how to defuse difficult situations and create positive service experiences — for the person you are serving, and you!

Lunch provided--RSVP required.

**Please email training@andrews.edu with your name, ID and Department to RSVP for March 23 OR April 11**