BEGIN:VCALENDAR VERSION:2.0 CALSCALE:GREGORIAN METHOD:PUBLISH PRODID://NEOL//357194 BEGIN:VEVENT DTSTAMP:20260426T163103 VTIMEZONE:America/New_York DTSTART:20240124T150000Z DTEND:20240124T163000Z UID:357194 SUMMARY:Calm Challenging Patrons: How to Navigate Difficult Interactions LOCATION:Online via Zoom DESCRIPTION:Calm Challenging Patrons: How to Navigate Difficult Interactions \n\n01/24/24 10:00 AM EST\n - 01/24/24 11:30 AM EST\Description:\nNo one wants to deal with difficult patrons, yet you will inevitably encounter one or two unreasonable people. In Calm Challenging Patrons, you'll convert negative interactions into positive outcomes by implementing the six-step model. This practical system is the same one that Mj developed to manage demanding corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers.\n\nThe A.L.E. technique unlocks the "why" behind the patrons' behaviors and emotions. You'll get suggestions to incorporate key verbal and non-verbal communication strategies to defuse conflicts, meet the patrons' needs, and improve relationships. With the Calm Challenging Patrons' step-by-step model, you'll navigate challenging interactions confidently and easily by applying the tools provided.\n\nLearning Objectives:\n\n     Understand the common cause of challenging patrons' behaviors and how to de-escalate them effectively.\n     Use the A.L.E. technique to understand the other person's perspective.\n     Develop effective communication strategies through the six-step model to resolve conflicts and build a stronger rapport with your patrons.\n\nPresenter:\n\nMj Callaway delivers outcome-focused programs that include humor, real-life stories, and strategic self-mastery tools you can implement immediately. As a two-time cancer warrior and domestic abuse survivor, Mj shares that every setback is an opportunity to create your Bounce-Up™.\nShe's the creator of The Bounce-Up™ Principle, a Certified Virtual Presenter, Certified Change Management Specialist, and a Leadership Liaison for the National Speakers Association. In addition, Mj has earned a Holistic Resilience Certificate from Point Park University and four Gold Awards from the Parenting Media Association.\nShe blends her management, sales, speaking, and journalism experiences to create interactive and impactful workshops. With more than 2,000 consumer magazine features under her pen name, she's interviewed everyone from youth entrepreneurs to CEOs, non-profit founders, and professional athletes. \Details:\nWho should attend:  Anyone wanting to learn more about calming challenging patrons\nCompetencies: Customer Service\n\nNon-Member Cost:      $40\nNEO-RLS Bronze Member Cost:  $24\nNEO-RLS Silver Member Cost:   FREE\nNEO-RLS Gold Member Cost:    FREE\nNEO-RLS Individual Member Cost:  $20\n\nCan't attend on the date or time listed? Sign up anyway!  This webinar includes archive access for later viewing at your convenience.\n \nIt’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.\Location:\nOnline via Zoom\n\n, X-ALT-DESC;FMTTYPE=text/html:Calm Challenging Patrons: How to Navigate Difficult Interactions

01/24/24 10:00 AM EST - 01/24/24 11:30 AM EST
Description:
No one wants to deal with difficult patrons, yet you will inevitably encounter one or two unreasonable people. In Calm Challenging Patrons, you'll convert negative interactions into positive outcomes by implementing the six-step model. This practical system is the same one that Mj developed to manage demanding corporate clients, giving her the nickname of The Clean-Up Crew because she could calm angry customers.

The A.L.E. technique unlocks the "why" behind the patrons' behaviors and emotions. You'll get suggestions to incorporate key verbal and non-verbal communication strategies to defuse conflicts, meet the patrons' needs, and improve relationships. With the Calm Challenging Patrons' step-by-step model, you'll navigate challenging interactions confidently and easily by applying the tools provided.

Learning Objectives: Presenter:

Mj Callaway delivers outcome-focused programs that include humor, real-life stories, and strategic self-mastery tools you can implement immediately. As a two-time cancer warrior and domestic abuse survivor, Mj shares that every setback is an opportunity to create your Bounce-Up™.
She's the creator of The Bounce-Up™ Principle, a Certified Virtual Presenter, Certified Change Management Specialist, and a Leadership Liaison for the National Speakers Association. In addition, Mj has earned a Holistic Resilience Certificate from Point Park University and four Gold Awards from the Parenting Media Association.
She blends her management, sales, speaking, and journalism experiences to create interactive and impactful workshops. With more than 2,000 consumer magazine features under her pen name, she's interviewed everyone from youth entrepreneurs to CEOs, non-profit founders, and professional athletes. 
Details:
Who should attend:  Anyone wanting to learn more about calming challenging patrons
Competencies: Customer Service

Non-Member Cost:      $40
NEO-RLS Bronze Member Cost:  $24
NEO-RLS Silver Member Cost:   FREE
NEO-RLS Gold Member Cost:    FREE
NEO-RLS Individual Member Cost:  $20

Can't attend on the date or time listed? Sign up anyway!  This webinar includes archive access for later viewing at your convenience.
 
It’s never too late to save your library money. NEO-RLS Memberships are pro-rated! Call us today to join.
Location:
Online via Zoom

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