Join us for a comprehensive training session designed for municipal sector employers. In this webinar, you'll learn how to develop, enforce, and enhance harassment policies to safeguard your team from difficult customer interactions in a post-COVID world. Gain insights into recognizing harassment versus frustration, effective communication strategies, and creating a supportive work environment. Equip your organization and employees with the tools and knowledge to maintain a respectful, safe, and professional atmosphere for everyone. Don't miss this opportunity to discover how to foster a culture of zero-tolerance for harassment while improving overall customer service.
Learning Objectives
- Recognize and Differentiate Harassment: Participants will be able to clearly distinguish between customer frustration and harassment, identifying key behavioural indicators and applying appropriate responses.
- Develop and Enhance Harassment Policies: Learn how to create comprehensive harassment policies that address post-pandemic challenges, including specific examples, clear consequences, and accessible reporting mechanisms.
- Implement Effective Enforcement Strategies: Gain practical knowledge on enforcing harassment policies consistently, including conducting swift investigations, applying disciplinary actions, and providing robust support for victims.
- Promote a Supportive Work Environment: Understand how to foster a workplace culture that supports employee well-being, resilience, and zero-tolerance for harassment through continuous education, communication, and wellness initiatives.
- Improve Customer Interaction Skills: Participants will be able to effectively manage heightened customer expectations and frustrations with empathy, using conflict resolution techniques and de-escalation strategies, contributing to a more respectful and professional customer service experience.
Speaker
Jamie Boyle
Chief Positivity Officer, Town of Newmarket
Jamie Boyle has been in municipal government for 29 years, the last 24 with the Town of Newmarket. Working in customer service as an associate, supervisor, and manager since 2004, Jamie has a wealth of experience dealing with all types of personalities and customer service scenarios.
Jamie has been a corporate trainer with the Town of Newmarket since 2015. His “Exceptional Service in the Public Sector” course has been delivered since 2018. He was appointed the Town of Newmarket’s Chief Positivity Officer in 2020, responsible for maintaining and fostering corporate culture across the organization. Jamie also works as a part-time professor for Seneca's public administration program.