Summary of Session

We all interact with people throughout our day; sometimes in the workplace and sometimes not, and it’s  inevitable we will have to deal with people who are not respectful, demanding, and rude; and even those who vent their anger, hurt, frustration and fear on you. 

Speaker Jeff Owens is a former police Hostage Negotiator and currently Certified Threat Manager who brings decades of experience to provide you with experience-based strategies and tactics on dealing with and de-escalating difficult, hostile, and aggressive people.

In this session you will learn preventive strategies to decrease the risk of negative confrontation, factors that increase the risk of hostile confrontations, so as to avoid them identify early warning cues and what to do when noted, apply practical defusing and de-escalation concepts, and learn how to establish control during encounters. 

As an additional benefit, these same communication skills also help improve customer service, employee interactions, and reduced management/employee conflict. 

Audience Benefit

Difficult, hostile, and aggressive persons can be disruptive to the workplace, cause fear in others, damage the sense of workplace safety, reduce productivity, and be resistant to legitimate workplace authority. This session is designed to increase awareness of factors that contribute to people becoming difficult, hostile, and aggressive and how to effectively manage events to safety and productive communication.