Managing challenging employee behavior is a critical skill for anyone working in a public-facing position, as well as those who want to add to their life skills. In this solution-focused session, Kent State University Police Sergeant Vance Voyles will share actionable tools to professionally navigate difficult behaviors from patrons. 

Student employees working for University Libraries, LaunchNET, University Press and the May 4 Visitors Center, as well as faculty and staff, are encouraged to attend one of the sessions. Student employees will be paid for attending the full session.

The 90-minute training will equip participants on addressing difficult situations constructively, taking the appropriate and effective action to calmly resolve incidents such as the following scenarios: 

• People making inappropriate advances toward colleagues
• Dealing with angry people in person and over the phone
• Dealing with people who are experiencing a crisis (i.e., medical, mental, emotional, economical)
• Dealing with people who refuse to follow established policies/rules
• Dealing with people who are disruptive
• Dealing with people who don't comprehend the information you are giving them
• How to end an uncomfortable interaction in a professional manner, in person and over the phone
• How to determine when to ask for assistance from supervisors or others in authority
• How to determine when the police department should be called
• How to behave if confronted with an immigration and customs enforcement agent (ICE)

For scheduling convenience, two sessions of this workshop will be offered at the dates and times listed below. Both sessions will take place in the Read Classroom, located in University Library's room 1018.

Wednesday, April 15
10 - 11:30 am

Tuesday, April 21
6 - 7:30 pm