Handling Difficult People


Presented by:
Barry Thompson and Arvin Clar
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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 webinar will focus on issues a person should know along with example cases of where things went awry.

Upon completion of the program participants will know:
  • How to identify the problem
  • What account holders may be worried about
    • Check holds
    • Fear of formal institutions
    • Money is missing from their account
    • Misdirected anger
  • Causative factors of "Hostile People"
    • Frustration
    • Lack of understanding
    • Mental health issues
  • How the environment plays a role in dysfunctional communication
    • Music
    • Bullet resistive glass
    • Crowded room
  • The warning signs of potential problems
    • Acting out
    • Loss of logic
  • Cognitive listening
  • Course of action
    • Setting a boundary
    • Closing the account
  • Telephone problems
  • Case studies of problems that have happened
    • Solutions to handle these situations
While no one can ever anticipate how to handle every situation you may face we can provide you with the tools that can potentially deescalate the problem. This program is a basic study of how to diffuse people when they become difficult.

Who Should Attend:
Tellers, front line staff, Security officers anyone who handles accountholder confrontations. This is not a program for collections.

About the Speakers: Barry Thomspon is a nationally-recognized speaker, consultant, and former banker, with 40 years of service to the financial institution industry. Barry's financial services career spanned 22 years before he "retired" to establish Thompson Consulting Group, LLC, his consulting firm that assists financial institutions in competing more effectively by providing services specifically targeted to risk management and security.

During his career, he served as executive vice president, senior vice president, treasurer, compliance officer, and security officer. In these positions, he has worked in or managed operations, accounting, investments, mortgage processing, and special assignments and has worked with architects and contractors in remodeling and designing institution facilities.

Barry has investigated embezzlement cases, identity fraud cases, check kites, and almost all possible criminal incidents against financial institutions. As a security officer, Barry handled over 900 security cases. He has been involved with investigations and prosecutions on the federal, state, and local levels and has testified before grand juries, county courts, bankruptcy As a professional speaker, few can match his expertise when it comes to discussing the financial services industry. His programs are based on actual experiences that allow him to relate to any group of financial professionals, from the teller to the board of directors. He has made presentations on communications, organizational behavior and management, compliance, and security. He appears frequently before financial institutions and at industry conferences courts, family courts, and the New York State Supreme Court.

Arvin Clar is a nationally known seminar speaker, as well as college-level instructor, in security, police operations, and economic crime. He has been a speaker for many organizations, corporations, and trade groups, and has conducted security evaluations and assessments of financial institutions throughout the United States. His 35 years of experience in the fields of risk assessment and analysis in the financial services industry and premises security and safety issues includes: evaluating the level of appropriate safety and security, professional investigation services, violent criminal acts, security survey and analysis, accident investigation, the investigation of fraud and financial crime, and the design of security systems for financial institutions.

Prior to joining Thompson Consulting Group LLC, Arvin served with the Cleveland Police Department for over 29 years, where he served as a detective in the Financial Crimes Unit. Arvin was responsible for the investigations of thousands of financial crime cases and prepared and presented these cases for state and federal prosecution.

Arvin serves as Adjunct Faculty at Cuyahoga Community College, in the College of Criminal Justice, where he has been an instructor for over 35 years, lecturing on courses of Criminal Justice, Criminology, and Criminal Investigation. He also served as an Assistant Vice President for Charter One Bank, where he served as the Bank Protection Coordinator for over 17 years, overseeing the safety and investigation of fraud issues of 750 banking branches throughout five states.

Mr. Clar has been published in several national magazines regarding security, fraud, and investigations. He has authored training programs for bank robbery and identity theft and has been a featured guest on National Public Radio.

This program was recorded in its entirety in June 2019. The CD-ROM includes program slides, materials (if available) and follow-up Q & A document.

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  • Model: cd_diffpeople0619
  • Manufactured by: Glia Group, Inc.

This product was added to our catalog on Tuesday 30 April, 2019.

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