Lance is back with us to talk about how the impact of the arrival of Covid is impacting on many of us, including our customers. Using Maslow’s hierarchy of needs, Lance will show us why it is important to get our foundation right so that we can feel safe and secure thus enabling us to feel better and connect with others. The model can be used in reverse to de-escalate and engage with our challenging customers.
About the Presenter:
With 22 years of policing experience, 13 of those as a crisis negotiator, Lance combines advanced communication techniques, psychologically-based safety practices, and personal resilience tips for everyday use to keep ourselves safe and well.
He brings together experience from training in New Zealand, Australia, England and the USA, operating with the elite sectors of police, prisons, emergency services, the military, and the FBI.
His programmes of applied techniques are grounded in science and simple to use.
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