BEGINS: 
10:00 AM Pacific Standard Time (ZOOM Room opens 20 minutes prior) 

CONCLUDES: 
Noon Pacific Standard Time 

The Essentials Academy is a two-hour online training experience created in response to requests from organizations who want their employees to learn appropriate responses to threatening behavior. It is ideal for persons who are in regular contact with the general public such as retail managers, those who provide counter service, and receptionists or other doorkeepers. Subjects covered include the basics of threat assessment, active listening, basic de-escalation techniques and how to provide appropriate documentation.

Subjects:

-The initial assessment of the unhappy person: how best to respond

-Handling the other person’s bad day through good customer service

-De-escalation techniques:

-Demonstrating your willingness to assist

• Presenting yourself as an ally in the problem-solving process
• Active Listening
• Empathy as a strategy
• What to do when you cannot solve their problems

-“Handing off” the difficult person

-The Pathway to Violence – how people move from disturbed to violent

-Documentation” the oft-forgotten essential

-Follow-up and Monitoring

Who Should Attend:

Persons who are in regular contact with the general public such as retail managers, those who provide counter service, and receptionists or other doorkeepers.

Tuition:

Early Bird: $79
Regular: $99

*Tuition includes E-Workbook and E-Certificate of Attendance

**Reserve your spot today! To facilitate conversation, class size is limited to 18 seats.

INSTRUCTOR: Chris Stevens, MA, CTM

Chris Stevens is the founder and President of Summit Solutions Consulting, providing threat management, HR consultation, strategic planning facilitation, and team building/leadership development services for a variety of organizations including businesses, schools, municipalities, and non-profits. He is an adjunct professor at Christian Life College’s School of Business. He holds an MA in Leadership Studies from St. Mary’s College of California and is currently pursuing a PhD in Organizational Leadership at Southeastern University.

He is a Certified Threat Manager who has over twenty-five years’ experience as a consultant, course developer, instructor, and seminar presenter in management sciences and has provided crisis management, leadership, and administrative training to government officials, municipal agency managers, and private industry managers/supervisors in the United States, Canada, Saudi Arabia and Australia. After working his way through the ranks, he retired from the San Joaquin County Sheriff’s office in 2011 as a Division Commander. He is a past board member of the California Association of Hostage Negotiators and is the immediate past president of the Northern California Chapter of the Association of Threat Assessment Professionals.

[email protected]

https://www.linkedin.com/in/topherstevens/

CANCELLATION POLICY: 
Summit reserves the right to cancel the event up to one week (seven days) in advance, issuing full refunds to all who purchased seats. Participants may cancel up to two weeks (14 days) in advance of the event with an email to [email protected]. A refund minus $10 for handling fees will be issued. Any cancellation within 14 days of the event will result in the participant’s tuition being held as a deposit towards any future Summit trainings.