Training & Events

October 25 or October 26, 2023 (choose one) – Using Empathy to Help Emotional Members & Coworkers (Member117)–1 day/1 credit (Virtual)
This program is designed to help employees effectively manage intense emotional member and coworker interactions through the use of empathy. Topics covered include an exploration of the dynamics of emotional behavior and how to use voice and word-choice techniques to help defuse tension or hostility. Employees will be encouraged to view conflict from a different point of view. Attendees will leave with a four-step proven method for controlling their own emotions so that they can lead emotionally distraught – even abusive–members to a more reasonable state-of-mind. They’ll also understand the importance of serving using empathy and that empathy is, in fact, the most important trait that a member service representative can develop, keep & use. (Minimum attendance: 8)