The first event at the Darnytsia Resilience Center for River Mall employees – and the first success! What did we teach? How to respond to customer aggression safely, confidently and calmly.
After all, each of us has our own temperament and our own reasons for irritation. But a compromise is always possible. The main thing is not to lose self-control. And to understand that the cause of aggression is not you, but the situation in which the client was before meeting you. Safe communication with problem clients is possible and important. And it can be effective under certain algorithms. Live communication, analysis of real experience, and practice are very important for the resilience of service personnel. Taking care of yourself and the client.
We realized what aggression is. We learned how to recognize its signs, mastered practical de-escalation techniques, and learned how to take care of ourselves before, during, and after incidents. Are you interested? Join us! The Darnitsa Resilience Center is a place where professionalism meets support. We thank each participant for their activity, trust and openness! This is just the beginning. There are even more important topics and practical knowledge ahead! Once again, we would like to thank everyone who contributed to the creation of the Center: Rostyslav from Hamburg and UA Never Alone, Oksana Ulan and the team of the Ukrainian Medical Society in Germany, Vujko Vasyl and caring citizens and volunteers from Hamburg and Bremen, Ukrainehilfe Hamburg, and the international foundation Nova Ukraine for their generous support of the opportunity to travel around Ukraine. To open such Support Centers for people! Special thanks to River Mall and Darnitsa District State Administration in Kyiv for understanding the needs of the future Center and absolute assistance!
