Dealing with Difficult Members: 5 Foolproof Techniques

On-Demand Webinar:
StreamedAug 31, 2021Duration90 minutes
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  • Take-away toolkit
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Ever see a human thundercloud? Is it walking toward you?

Learn to meet such a challenge professionally, confidently, and successfully. Real-world situations will be used to demonstrate how to manage difficult members.

  • Develop effective listening strategies
  • Enhance communication through empathy
  • Appreciate the difference between an objection and an excuse
  • Analyze common anger triggers
  • Deploy de-escalation techniques
  • Assess needs and formulate solutions


Dealing with difficult people is an unfortunate byproduct of the financial services industry. From the teller line, to the call center, to collections, dealing with borrowers who are confused, angry, and looking for somebody to blame is a daily occurrence. In the financial industry, the member is almost always right – even if they aren’t. Frontline staff need to develop a thick skin and a solutions-oriented toolkit to work through these challenging interactions – and remember that the member is not always expressing frustration with the institution. Their ire is most often tied to external events or other triggers. Unfortunately, we live in an age where a single negative interaction could multiply through social media and internet reviews to become a real danger to your reputation. At the end of the day, we have to find a way to meet their needs with as little emotional trauma as possible.

Fortunately, there are methods that focus on a positive outcome and work through most situations. Anger is a natural emotion and one which is almost universally experienced. Rather than return anger for anger or lose a good member, why not try to build a better interaction? Join financial industry veteran and former collections attorney, David Reed, as he walks through real-life scenarios and effective techniques to manage angry members and achieve transactional success.


The information in this session is designed for executives, managers, HR staff, trainers, branch staff, collections staff, call center personnel, IT help desk staff, and anyone involved in member service.


  • Sample de-escalation scenarios and scripts
  • Model training exercises for managers and staff
  • Employee training log
  • Interactive quiz
  • PDF of slides and speaker’s contact info for follow-up questions
  • Attendance certificate provided to self-report CE credits

NOTE: All materials are subject to copyright. Transmission, retransmission, or republishing of any webinar to other institutions or those not employed by your agency is prohibited. Print materials may be copied for eligible participants only.

Presented By

David A. ReedDavid A. Reed
Reed & Jolly, PLLC