Session Title: (506) “Can I Speak to Your Manager?!?” How to Deal with a “Karen”...Presented by Karen

Session Type: Education Session Talk
Topic(s): Customer Service


Day/Time: Tuesday - Block 1
10/10/2023 01:00 PM (Central Time (US & Canada)) - 10/10/2023 02:00 PM (Central Time (US & Canada))

Room: D Ballroom Section 3

Audience Experience Level: Intermediate
Audience Familiarity with DEI: Intermediate
CEU: 0.1

Description:
“Can I speak to your manager?!?” We all have a “Karen” in our community...and honestly probably more than one. Working in parks and recreation, we meet all sorts of people, some of whom can be more difficult. How we deal with them is what really matters. The main goal in our field is to make sure people are safe, happy and healthy, but when that doesn’t go as planned, it is essential that we have the tools to deal with it. During this session, participants will have an opportunity to share some of their best “Karen” stories and how they handled them. We will learn from others and receive some additional tips and tricks to help ease the process when you are faced with someone who is irate, irrational or just plain rude. We also will touch on how the behavior of one person can have an effect on more than just the people directly involved.

Learning Objectives:
1. Attendees will gain knowledge from others’ experiences through sharing.
2. Attendees will receive the necessary tools to handle difficult customers.
3. Attendees will reflect and learn from their past experiences to help them handle future situations better.

Speaker(s):

Karen Lussier
Brianne Baglini