SIGN UP NOW FOR CONFLICT RESOLUTION & DE-ESCALATION TRAINING- AVAILABLE FOR EMPLOYEES OF ALEXANDRIA BUSINESSES
Effective October 1, face coverings are required in indoor and outdoor public places in Alexandria, to help prevent the spread of COVID-19. With increased demand on employees to encourage/enforce this City ordinance as well as social distancing, and with colder weather moving people indoors, staff working in customer-serving positions will continue to play an important role in promoting and protecting public health. Unfortunately, this can sometimes result in confrontational or uncomfortable situations.
The Alexandria Economic Development Partnership (AEDP) and the City of Alexandria are sponsoring free training sessions for these employees- partnering with the National Center for Conflict Resolution (NCRC).The 2 hour interactive virtual sessions will help employees hone their skills, and assure they are prepared to respectfully respond to the emotions of clients/customers to achieve better outcomes.
Please sign yourself and your employees up for one of the following sessions- while the skills honed are helpful under our current circumstances, they are applicable to many other situations those working on the frontlines deal with on a regular basis:
- Thursday, October 15, 2-4 PM.
- Monday, October 19, 11:45 AM-1:45 PM
- Monday, October 19, 2-4 PM
- Tuesday, October 20, 9-11 AM
- Tuesday, October 20, 2-4 PM
Attendees will learn how to:
* Manage unique challenges that arise in managing conflicts with clients. The axiom "the customer is always right," has its merits, but it is often challenging for front-line staff to effectively manage these situations.
* Navigate clients who feel "wronged" and who are intent to vent their anger on the nearest representative of the organization they believe has injured them- staff are expected to turn the situation around and make the customer happy. Not easy when one feels personally attacked for something that they may or may not have control over.
* Effectively explain policies or practices, avoiding escalation in favor of resolution.
These trainings are being offered at no cost for Alexandria businesses and employees.