The Michigan Restaurant and Lodging Association will host a training session this week on de-escalating high stress situations. The association’s Amanda Smith tells WSJM News hospitality industry workers, especially those at restaurants, have found themselves in extraordinary situations during the pandemic. They never had to de-escalate before COVID.
“People have been locked down,” Smith said. “There are a lot of things the general person can’t control that’s happening to them right now, and sometimes they’re using that anger. Maybe it’s about wearing a mask, maybe it’s about being asked to wait outside so there’s no congregation as we go through all the sanitation practices.”
This Thursday’s webinar will be called “You’re Not Security: How To De-Escalate Difficult Guests.” It will feature John Harris, owner of JCH Security Consulting, who will talk about how to identify an escalating situation, how to communicate with an angry customer, and who should be the go-to person for those situations. The webinar will be on Thursday at 10 a.m. You can find out more right here.
