I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A:
“I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”
Learners in my De-escalation Academy ask this question a lot. So often that I recorded an answer in a short video.
If you suspect you’re dealing with a person with mental illness, my two-minute video may help.
Continue the conversation with me?
“The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. If employees are now having to take on many unexpected roles—therapists, cop, conflict-resolution negotiator—then workplace managers are acting as security guards and bouncers to protect their employees.”
The New York Times said that.
If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy. Enroll anytime.