Improve customer service, de-escalate situations, and retain employees by reducing their stress with these classes that help them navigate the common situations they experience every day as workers in the public sector.
You can have IPD deliver workshop style interactive learning:
- at your site
- virtually through our Zoom learning platform
- at the Metro State Training Center in Midway area near the Minnesota State Fairgrounds.
Processing the Pandemic
One Day Training
This workshop provides space for your front-line staff to process the whirlwind (or roller coaster or revolving door) of changes they have experienced the past 2 (and then some) years. They receive validation along with learning to be resilient and navigate the change of their “new normal.”
Better Communication to Manage Change
One Day Training
This course emphasizes communication strategies to navigate change. Front line staff are usually the first contact that someone has with your city, county, or state agency. These employees need to manage changes from their organization to get their work completed, but they also need to handle questions that the public may have on process and policy changes. Equip them so that they can be helpful rather than frustrated.
Balancing Customer Service and Enforcement
Three Day Course – Available Half Day Or Full Day
Many public-facing employees need to provide customer service and enforce rules, regulations, and policies for the city or county. This training will help your community service officers, your inspectors, your park and rec staff, your “window workers,” or other roles that frequently work with the public become ambassadors for your organization instead of just having to enforce regulations. Positive interactions with the public will help your image and retain your employees.
Modules in this course include:
Being an Ambassador
Understanding Communication Styles
Communicating When Stressed or in Conflict
De-escalating: Understanding People in Conflict
De-escalating: Choosing to Make a Positive Impression
De-escalating: Assessing Situations and Using Empathy