{"product_id":"handling-difficult-people","title":"Handling Difficult People","description":"\u003cp class=\"x_MsoNormal\"\u003eHandling difficult people is one of the hardest situations staff is asked to manage on a regular basis. This course reviews problems frontline staff and management could face during interactions with accountholders and teaches methods to help you cope when things get hostile. People who become upset need to be defused and doing so is not always easy. The most well-meaning intentions could escalate the problem. We review causative factors, warning signs, and the proper use of cognitive listening.\u003c\/p\u003e\n\u003cp class=\"x_MsoNormal\"\u003e\u003cb\u003e\u003cu\u003eTopics covered in this course\u003c\/u\u003e\u003c\/b\u003e\u003c\/p\u003e\n\u003cul type=\"disc\"\u003e\n\u003cli class=\"x_MsoListParagraph\"\u003eUnderstanding why interactions become difficult\u003c\/li\u003e\n\u003cli class=\"x_MsoListParagraph\"\u003eCommon challenges faced by frontline staff and management\u003c\/li\u003e\n\u003cli class=\"x_MsoListParagraph\"\u003eIdentifying causative factors and early warning signs\u003c\/li\u003e\n\u003cli class=\"x_MsoListParagraph\"\u003eTechniques for de-escalation and managing hostility\u003c\/li\u003e\n\u003cli class=\"x_MsoListParagraph\"\u003ePracticing cognitive listening skills\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003e \u003c\/p\u003e\n\u003cp\u003e*\u003cmeta charset=\"utf-8\"\u003e\u003cspan lang=\"EN-US\" class=\"TextRun SCXW242669509 BCX0\"\u003e\u003cspan class=\"NormalTextRun SCXW242669509 BCX0\"\u003eThis\u003cspan\u003e \u003c\/span\u003e\u003c\/span\u003e\u003cspan class=\"NormalTextRun SCXW242669509 BCX0\"\u003ecourse\u003cspan\u003e \u003c\/span\u003e\u003c\/span\u003e\u003cspan class=\"NormalTextRun SCXW242669509 BCX0\"\u003edoes NOT qualify, nor meet the National Standard for NASBA accreditatio\u003c\/span\u003e\u003cspan class=\"NormalTextRun SCXW242669509 BCX0\"\u003en.\u003c\/span\u003e\u003c\/span\u003e\u003cspan class=\"EOP Selected SCXW242669509 BCX0\"\u003e \u003c\/span\u003e\u003c\/p\u003e","brand":"BankersHub","offers":[{"title":"Default Title","offer_id":47075976446127,"sku":"ODC0618262","price":299.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0646\/2894\/9167\/files\/HandlingDifficultPeople.png?v=1776700145","url":"https:\/\/www.bankershub.com\/products\/handling-difficult-people","provider":"BankersHub","version":"1.0","type":"link"}