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Human Capital Services

Interacting with Difficult Visitors

Course Code:  WTD160

Course Name:  Interacting with Difficult Visitors

Prerequisite:  None

Department:  Office of Student Life

Length of Session:  1.5 Hours

Audience:  All Employees

Session Description:  Office staff is often the first contact that individuals have with a department. There are times when individuals who come to the office are frustrated and/or angry and lash out. This session will provide de-escalating communication strategies, methods of dealing with a difficult or threatening person, as well as information on dealing with suspicious persons.

Session Objectives:  As a result of this session, participants will:

  • Identify difficult and threatening persons
  • Employ de-escalating communication strategies
  • Understand when to get help and refer on
  • Know on-campus resources to help people in distress
  • Review best practices for office safety procedures and understand resources to help create effective procedures for individual offices
Enrollment

You may enroll through HRIS Self-Enrollment to receive immediate confirmation (see the Employee Self Service Learning & Development directions for more information). Or e-mail learning-develop-hr@ksu.edu and include your name, department, employee ID number (required), course title and course date. Enrollment will be confirmed by an e-mail response to the sender.

It is the employee's responsibility to obtain the necessary departmental approvals prior to enrolling.

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