Saturday, July 26th
8:30am -  9:30am

1B - Compassionate Communication with our Most Difficult Patrons
Speaker: Lt. Stacy Ettel, Lieutenant, University of Florida Police Department, Gainesville, FL

Every day venue personnel are faced with challenging patrons and situations. One's ability to effectively communicate with patrons can dramatically affect how a situation will eventually be resolved. Lt. Ettel's highly entertaining session focuses on the belief that employees need to show compassion and concern for their guests, even when their true feelings are quite the opposite. This session presents tips and techniques for approaching these situations and working with law enforcement/security representatives to bring conflict to a successful resolution.

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