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Course description

Diffusing hostile or upset people is one of the hardest jobs for new tellers and frontline staff.  Many times, missing the warning signs that a person is about to become upset or the person is misunderstanding the problem can result in a difficult situation. Our most important role and responsibility is to make sure that our accountholders, visitors, and employees are safe during their time on our property. This webinar will focus on issues a person should know along with example cases of where things went awry.  

Upon completion of the program participants will know:

  • How to identify the problem
  • What account holders may be worried about
  • Check holds
  • Fear of formal institutions
  • Money is missing from their account
  • Misdirected anger
  • Causative factors of “Hostile People”
  • Frustration
  • Lack of understanding
  • Mental health issues
  • How the environment plays a role in dysfunctional communication
  • Music
  • Bullet resistive glass
  • Crowded room
  • The warning signs of potential problems
  • Acting out
  • Loss of logic
  • Cognitive listening
  • Course of action
  • Setting a boundary
  • Closing the account
  • Telephone problems
  • Case studies of problems that have happened
  • Solutions to handle these situations

While no one can ever anticipate how to handle every situation you may face we can provide you with the tools that can potentially deescalate the problem.  This program is a basic study of how to diffuse people when they become difficult.  


Barry Thompson and Arvin Clar

Course curriculum

  • 1


    • Handling the Aftermath of a Critical Incident

  • 2


    • Slides

    • Questions and Answers