Course curriculum

    1. Welcome - Training Outcomes

    2. Introduction

    3. A few quick questions

    1. Understanding Risk

    2. How our bodies respond to risk

    3. Quiz Time! Its a Risky World (nah...not really.. but ! )

    1. What is Situational Awareness?

    2. Q6 - Your Risk Plan

    3. Risk Flags

    4. STOP

    5. THINK & OBSERVE

    6. PLAN

    7. ACT

    8. RSTOPA Summary

    1. Three Guiding Principles

    2. What if?

    3. Being a Hard Target

    4. Your Sphere of Influence

    5. Guiding Principles Summary

    6. Quiz Time! Situational Awareness

    1. Customer De-escalation

    2. Prevention First

    3. Why we get customer situations that need de-escalation

    4. Why we get customer situations that are aggressive

    5. Ring-fencing customer segments

    6. Let's CLAW it back

    7. When Customers cross the line

    8. Customer De-escalation Summary

    9. Difficult Customer Quiz

    1. Course Summary - You've got this!

    2. Before you go...a quick 2 minute survey

About this course

  • $189.00
  • 31 lessons
  • 1 hour of video content