Upcoming 24 spots left
Managing disrespectful patrons and de-escalating angry customers
Tue, Feb 17, 2026, 9:00 AM – 12:30 PM EST
Lockview Lounge - St. Catharines Museum and Welland Canals Centre, 1932 Welland Canals Parkway, St. Catharines, ON Map
This training establishes best practices for de-escalating angry, hostile, and disrespectful customers, and supports the principles of the Respectful Patron Conduct Policy.
Participants will learn why and how situations escalate, what they can do to de-escalate an interaction, and what to do when de-escalation is unsuccessful.
This training is appropriate for employees who work in customer-facing roles and employees who have occasional interactions with members of the public.
Instructors
Cindy Pfeffer
Organizational Development Consultant
Contact us
- HR Consultant, Health and Safety
- as••••n@stc••••s.ca
Location
Lockview Lounge - St. Catharines Museum and Welland Canals Centre, 1932 Welland Canals Parkway, St. Catharines, ON