DESCRIPTION: Working with the public can be unpredictable—but your confidence doesn’t have to be. Turning Tension into Dialogue: Handling Challenging Customers equips professionals with quick, effective strategies to de-escalate heated moments, set respectful boundaries, and guide challenging conversations toward cooperation. Blending real-world conflict resolution techniques with crisis prevention-inspired communication skills, this interactive training helps participants reduce stress, stay in control, and create positive experiences for the people they serve. Boost your confidence in difficult interactions with practical tools to stay calm, defuse conflict, and communicate with clarity—even when tensions rise.

POINTS: 1 CMC Education or 1 MMC Education point or 2 EPP hours awarded for each 2 hour webinar. After completing the LIVE webinar, you will receive a link to the assessment via email. With a passing score of 70% or better, you will automatically receive a CERTIFICATE OF COMPLETION via e-mail instantly. There are unlimited retakes.'

WEBCAMERA ON:  Your web camera need to be "ON" throughout the webinar to allow for conversation and interaction, unless you let us know ahead of time you do not have a (functioning) camera.  These webinar are meant to be informal and a chance to meet other clerks from around the country and Canada.

 PRESENTER: Brian Goddard, MBA, NASM-CPT Brian is the Founder of Uncommon Trail, LLC, a training, coaching, and consulting company enabling clients on their journey of personal and professional growth and discovery. He has held management roles in human services organizations most recently serving as Assistant VP of Programs at UCP of MetroBoston. He is a Carnegie Institute-trained presenter, certified personal trainer through the National Academy of Sports Medicine, has a certificate in Sports Nutrition, holds a BA in Classics from the University of Massachusetts Amherst, and an MBA from Suffolk University in Boston.