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Customer Service: De-escalating Difficult Customers (In-Person Workshop)

The Enterprise Center at Salem State University

121 Loring Ave | Salem, MA 01970

Tue, Jan 24, 2023 @ 8:30 am - 10:00 am

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Business owners and frontline employees interact with a variety of customers and behavior.  This inter-active workshop will help front line personnel with situational awareness and strategies to recognize and respond to problematic behavior.   Participants will learn about body language, tone of voice and active/reflective listening to de-escalate situations and create a safer and more productive environment.


Speaker:  Joseph (Paul) Manley, Founder, Risk Mitigation Technologies, LLC

Co-Sponsored by Salem Main Streets, North Shore Alliance for Economic Development


Joseph (Paul) Manley

Joseph (Paul) Manley is the Principal Consultant and Founder of Risk Mitigation Technologies, LLC, an independent security management consulting and training firm based in Massachusetts with a focus on violence detection, prevention, response, and recovery.

As an expert in Negligent Security, Paul consults on unsafe conditions related to third party attacks on visitors and customers of businesses and property owners who allegedly fail to implement reasonable security measures to prevent foreseeable crimes involving retail stores, hotels, restaurants, malls, shopping centers, business parks, apartments, condominiums, colleges and universities, stadiums, concert halls and other business and residential properties.

Utilizing more than 30 years of real-life experience in Higher Education, Security Management, Law Enforcement and Physical Security consulting, Paul will give you professional unbiased recommendations based solely on your needs and proven industry accepted best practices and standards.

Paul is a member of several professional associations, including the International Association of Professional Security Consultants, ASIS, the Crisis Prevention Institute, National Anger Management Association, Leaders Excellence from Harvard Square, and the International Public Safety Association, where Paul is honored to have served on its Board of Directors.

Paul started Risk Mitigation Technologies, LLC with one mission, in his own words, "To Create Safer and More productive Environments.” When Paul is not empowering lives, you can usually find him in Massachusetts or New Hampshire spending time with his family.

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