Difficult Conversations for Front Line Employees
Featuring the dreaded mask discussions: How to talk to customers about wearing masks
This workshop is for frontline employees and will cover how to have a difficult conversation, how to de-escalate tense situations, what effective responses to use, and when to ask for help. This training is very active. Participants will practice the techniques during the workshop so they are confident and able to use them back at work.
Bonus: These skills work on all difficult conversations, not just customer-employee interactions. Participants will learn to hold themselves and others accountable.
Who should attend: Employees at all levels can benefit from this training. It is particularly useful for those on the frontline that deal with the public directly.
Speaker(s): Ellen Babers, Mountain Mesa Training Ellen Babers is the owner and Chief Instigator at Mountain Mesa Training, a Durango based company that develops leaders and managers for rural businesses in the Four Corners area. A graduate of Louisiana State University with a degree in International Trade & Finance, Ellen’s lifelong fascination with people and the amazing outcomes created by teams has led her to work on five different continents. Her experience ranges from mediating public policy meetings to promoting international peace and friendship through cultural exchanges. For 10 years Ellen concentrated on developing high-performance management teams for the Summer and Winter Olympic Games.
**Due to COVID, we will not be providing water and snacks. Please bring your own food, water, and masks for the safety of all workshop participants. We are limiting the class size to 15 participants so we can safely socially distance in a classroom setting. Masks and hand sanitizer are available in the Center for Innovation.**
Fee: $ 5.00
Payment can be made online with credit card or at the door with cash, card, or check.