Conflict Management For School Bus Professionals: Customer Service, Non-Escalation, and De-Escalation For Bus Drivers - Softcover

Inhaltsangabe

This manual teaches the fundamentals of Vistelar's customer service and conflict management tactics.

It is designed specifically for school bus professionals and can be read in conjunction with Vistelar's live and online training programs or as a stand-alone guide for learning how to better manage conflict in both one's professional and personal lives.

By reading this manual, you will learn how to interact with anyone - in person, by phone or in writing - and to:

• Not cause or unnecessarily escalate conflict
• Confidently deal with verbal abuse
• Engage in difficult conversations
• Know what to do when word-based tactics fail and it is time to take appropriate action
• Effectively de-escalate conflict
• Persuade others to cooperate
• Stay safe in crisis situations
• Look good on camera no matter where an interaction ends up

Agency benefits include higher levels of citizen satisfaction, reduced complaints and legal liability, less use-of-force incidents, better officer morale, and protected agency reputation and culture

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