Diffusing hostile or upset people is one of the hardest jobs for new tellers and frontline staff.  Many times, missing the warning signs that a person is about to become upset or the person is misunderstanding the problem can result in a difficult situation. Our most important role and responsibility is to make sure that our accountholders, visitors, and employees are safe during their time on our property.

This Course will focus on issues a person should know along with example cases of where things went awry.