Employee Wellbeing Workshop – Handling Abusive Customers      and Staying Grounded

Customer-facing teams across multiple industries such as retail, hospitality and banking regularly encounter challenging or emotionally charged interactions. These situations can lead to increased stress and impact wellbeing, morale and performance.

This webinar looks at how we can equip employees with practical tools and techniques to deal with abusive interactions and maintain composure and emotional balance.

This workshop is led by Lisa Upton, an experienced Wellbeing Consultant and Training Lead with over 20 years’ experience across the banking, retail, and service sectors. Lisa has held senior wellbeing, training, and leadership roles with organisations such as HSBC, Lloyds Banking Group, Barclays, and RBS, as well as consulting with a wide range of clients.

Throughout her career, Lisa has designed and delivered wellbeing strategies, leadership development programmes, and resilience training that empower employees to manage pressure, handle challenging interactions, and maintain a sense of balance at work. Her background leading large customer-facing teams and wellbeing functions gives her a deep understanding of the realities employees day-to-day.

Lisa brings warmth, insight, and practical expertise to her sessions, ensuring participants leave with strategies they can immediately apply to support themselves and their teams.

Overview:

• Understanding Customer Behaviour
• Grounding and Emotional Resilience
• Communication Strategies
• Practical Application 

Format: Virtual or in Person

Maximum Delegates: Unlimited