Challenge

CCS was approached by the military command of base operations to provide specific training for their personal working in the frontline roles of the base postal division. Many of the over-the-counter workers were experiencing aggression, abusive rants, unrealistic demands and emotional outbursts as they attempted to perform their duties.

 We were tasked with supporting these frontline workers with the tools they needed to manage these interactions enabling them to deescalate, manage incidents, navigate things from a negative into a positive direction and help staff adopt professional language techniques to communicate healthy boundaries. 

Solution

Given the nature of military culture we had to devise strategies that remained integris to the hierarchy and communication expectations of the participants environment. We focused on defusing techniques and easy to learn scripts they could follow to implement healthy boundaries which maintained respect and positive acknowledgement to their customers.

Results

 Some of the feedback we received from the sessions.