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Event Details

    NoCoHRA Features Dealing with Difficult Customers: A Critical Training for Business Owners, Managers and Employees

    Date: November 13, 2024, 12:00pm – 1:30pm
    Ptarmigan Country Club
    5416 Vardon Way
    Fort Collins, CO 80528
    $20 for NoCoHRA Members; $40 for non-NoCoHRA Members
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    About the Program

    Do you ever have to deal with difficult or angry customers?  No matter what type of business you work in, the answer is probably a big YES!  Fortunately, there are simple and effective techniques you can learn to de-escalate situations with difficult, angry, or even hostile customers and turn them into happy customers.  Most importantly, these techniques will keep you and your employees safe during these tense situations.  Specifically, the course will teach you about different types of difficult or hostile individuals as well as methods of observation and physical positioning.  You will also learn multiple theories, techniques, and phrases used to effectively de-escalate verbal confrontations.

    About the Presenter

    Based in Northern Colorado, Chad Olms is the Owner and Lead Consultant of Arx Security Consulting. Mr. Olms has over 25 years' experience working for five different federal law enforcement, intelligence, and security agencies. Mr. Olms has served as a Regional Security Director, Training Program Manager, a Special Agent for the U.S. Secret Service, an Investigator for the Department of Defense, and an Investigator for the Department of Justice. During his federal service, Mr. Olms has conducted over 1000 investigations regarding threats to government officials, workplace violence, employee misconduct, fraud, counter-intelligence, counter-terrorism, as we as many other traditional criminal investigations. Mr. Olms has also successfully planned and executed several hundred protective operations involving high-threat special events of the protection of government officials. In addition, Mr. Olms has designed and supervised the installation of over 100 security systems at secure federal facilities throughout the country. 

    Mr. Olms has served as the Lead Training Instructor for several federal agencies, and has taught Active Shooter Preparedness, Active Shooter Response, Situational Awareness, De-escalation Techniques, Bullying/Harassment, Terrorism/Travel Safety, and Basic Defensive Tactics to over 5000 individuals in the past 12 years. Mr. Olms has also planned and conducted over 40 active shooter live training exercises at facilities in 21 states and U.S. territories. 

    Mr. Olms is certified as an Active Shooter Instructor by the Department of Homeland Security and the ALICE Training Institute, and is also a certified De-escalation Instructor. Mr. Olms holds a Master's Degree in Criminal Justice, with a concentration in Homeland Security and Intelligence Analysis from Michigan State University. 

    ***Deadline to Register is by Noon on Monday, November 11, 2024***