About the training: The landscape of work-life stresses has generated many emotions that spill over into the workplace.  Concerns over social unrest, inflation, violence in schools and the workplace, have resulted in feelings of emotional distress, personal problems and anger. Sometimes these feelings of uncertainty are displaced and directed in the form of anger, to employees in various workplace settings. This program will help employees identify potentially distressed individuals and learn verbal diffusion and conflict resolution techniques to de-escalate these encounters.

Program Topics:

1. The Landscape of Work-Life Stresses

2. Orchestrating “Difficult” Conversations with Upset People

• Customer service considerations
• Office/ work environments
• The angry/entitled patron/patient
• The emotionally distraught person
• In community settings
• Co-workers/contractors

3. Identifying the Potentially Aggressive Person

• Affective versus predatory violence
• Behavioral indicators of the potentially aggressive customer / individual
• Pre-attack indicators: Verbal / non-verbal cues

4. Verbal Diffusion –De-Escalation Strategies

• Stages of conflict resolution
• “Rules of engagement” with challenging and distressed people
• ABCs of verbal diffusion
• Active listening skills
• Empathic communication
• Setting limits
• “Scripts” to communicate with upset people
• Assessing and managing threats
• Monitoring your personal safety
• “Exit strategies in unsafe situations

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Event Directions:

From I-75, take M-46 east to Towerline Road (second traffic light). Turn right on Towerline, cross the railroad track, and look for the event parking signs. Proceed towards the front of the lot and enter at the turnstiles. Security will grant you access.

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Program co-sponsors: Nexteer Automotive, MIOSHA. Center for Workplace Violence Prevention, Incident Management Team

Event Information:  Contact Jeff Ashley, Global Security Director. 248-904-0118

Trainer: Dr. Kenneth Wolf (248) 217-1677 Email: kwolfphd@theimt.org

Dr. Kenneth Wolf has conducted violence prevention and threat assessment trainings for Fortune 500 companies Dr. Kenneth Wolf has conducted violence prevention and threat assessment trainings for Fortune 500 companies, governmental entities, educational institutions and healthcare organizations. Dr. Wolf has responded to U.S. Post Office shootings and numerous worksite emergencies. He has trained companies in verbal and de-escalation skills with "difficult" and aggressive individuals.