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Robin Rose Presents Trauma Informed Customer Service – The Heart of It
Fri, April 21, 2017, 9:00 AM – 3:00 PM PDT
We hope you will join us for this FREE all day (catered lunch) community event where you will get to see and listen to an amazing speaker!
Robin Rose presents Trauma Informed Customer Service – The Heart of It
Good customer service has huge benefits. In addition to increased customer satisfaction, good customer service boosts employee morale, optimizes the workplace atmosphere and decreases employee tension. It changes the conversations people have in the hallway, and those they have after their work day is done. Effectively serving clients who are in, or have unresolved trauma, can require an additional level of awareness and sensitivity. People who have experienced or are in trauma or crisis situations can be easily triggered, shut down, become defensive and react or act out, and often are not aware of their own behavior. Because trauma leaves us with an acute sensitivity to personal safety, core needs must be met before traumatized clients can take in, and make use of, information, instructions, and resources or make rational decisions. Trauma informed customer service addresses clients’ core needs first, allowing them to hear and respond with greater understanding, efficiency and accuracy. In this training, participants will learn:
- How trauma affects the brain, the ability to take in information, make decisions and form bonds/relationships
- How to recognize it with customers and lessen it
- The impact client’s defensiveness and fear can have on individual staff and teams, and how to mitigate this
- Simple things to make the meeting space or phone call feel safer
- Develop rapport – with sensitivity to what supports or might be ‘too much’ for TI clients
- Understand people’s top two needs increased by trauma and crisis
- Learn strategies to address and meet these needs in the first minutes of service
- Identify when they are ready to ‘hear’ you
- Separate personal needs from professional commitments Learn strategies that help the customer service professional reduce their ‘vicarious’ trauma potential and prevent burnout
- Deal with tough moments well & then let them go
The following information about Robin Rose was taken from her website. http://www.robinrose.com/about/
Robin Rose is a renowned trainer, speaker and consultant, Robin’s expertise is in teaching people how to stay calm, professional, and effective — especially during high-stress, high-pressure situations. Robin helps people be their best when it matters most.
Reaching beyond the common model of “anger management”, Robin’s approach helps people understand exactly what happens, chemically and physiologically, when they get stressed. She teaches people how to override the fight or flight response, how to shift from reactive impulses into more effective responses, and how to stay respectful, productive and most importantly — professional.
People walk away with immediately useful tools that allow them to move beyond the limited reactions of the survival brain back to their thinking brain. This is where all their best abilities and optimal solutions are easily accessed.
Robin’s work is based upon an in-depth understanding of brain-based research, with a particular focus on high-function brain states. She connects cutting-edge scientific information, creative problem solving, and an uncommon understanding of individual and group process. Her focus is on training people to engage their challenging moments with greater power, ease, and ability. Robin teaches people how to think and communicate clearly under pressure — skills that are essential for success in high-stress occupations and organizations.
Robin works with leaders and teams to enhance skills, integrate new behaviors, and improve performance. She makes it safe to learn new ways of working together. Clients regularly report that working with Robin is immensely practical, personally transformative, and profoundly supportive. She brings powerful learning into many different arenas, working with corporations, small businesses, educational institutions, nonprofits, and social service, healthcare and government agencies.
Robin holds a masters degree in counseling/psychology from Lewis & Clark College and has been teaching, training, and consulting for over twenty years.