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Handling Difficult People

Everyone has been experiencing increasing anger from the public after the pandemic. Staff at every level of your financial institution needs to know how to defuse hostile people.

OnDemand
Recorded Wednesday,
July 27th, 2022
Presented by Arvin Clar
1h 30m total length
$279.00 or 1 Token

Includes: 30 Days OnDemand Playback, Presenter Materials and Handouts

  • Auditing
  • BSA
  • Customer Service
  • Human Resources
  • Management/Employee Development
  • Risk Management/Legal
  • Sales
  • Teller
  • Branch Manager
  • Commercial Lender
  • Community Reinvestment Act Officer
  • Compliance Officer
  • Consumer Lender/Retail Banker
  • Customer Service Representative
  • Deposit Operations Manager/Specialist
  • Human Resources Officer
  • Internal Auditor
  • Loan Closer
  • Loan Operations Manager/Specialist
  • Mortgage Lender
  • New Accounts Representative
  • Private Banker
  • Risk Manager
  • Security Officer
  • Senior Management
  • Small Business Lender
  • Teller
  • Trainer

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Handling difficult people is one of the hardest situations staff is asked to manage on a regular basis. This program 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.

What You'll Learn

  • Reasons the public may become hostile
  • Techniques to reduce anger when people become frustrated
  • Code word to inform staff there is trouble
  • Understand when it is appropriate to contact law enforcement for help.
  • Know what words will reduce anxiety and what words will create a hostile situation.
  • Learn how to build trust in the individual that you will do what you're promising them.
  • When the interaction is over know how to end it with limited or minor hurt feelings.

Who Should Attend

Management, security officers, risk professionals, internal auditors, and compliance officers.


Arvin Clar

Instructor Bio

Arvin Clar is a nationally known instructor in security, police operations, and economic crime. He has been a speaker for many organizations, corporations, and trade groups, and has conducted security evaluations and assessments of financial institutions throughout the United States. His nearly 40 years of experience in the fields of risk assessment and analysis in the financial services industry and premises security and safety issues includes: evaluating the level of appropriate safety and security, professional investigation services, violent criminal acts, security survey and analysis, accident investigation, the investigation of fraud and financial crime, and the design of security systems for financial institutions.

Prior to joining Thompson Consulting Group, Arvin served with the Cleveland Police Department for over 29 years, where he served as a detective in the Financial Crimes Unit. Arvin was responsible for the investigations of thousands of financial crime cases and prepared and presented these cases for state and federal prosecution.

Arvin's additional experience includes over 35 years of lecturing at the college-level on courses of Criminal Justice, Criminology, and Criminal Investigation and over 17 years of serving as a Bank Protection Coordinator for a large, regional bank where he oversaw the safety and investigation of fraud issues of 750 banking branches throughout five states.

Mr. Clar has been published in several national magazines regarding security, fraud, and investigations. He has authored training programs for bank robbery and identity theft and has been a featured guest on National Public Radio.