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Customers Without Masks: Simple strategies that get customers to follow your COVID-19 policies (without a fight!)

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Training Details

Based on research and his experience managing two outbreaks at a large homeless shelter, Ryan teaches you how to prevent and respond to problem behaviors related to COVID-19 such as not wearing masks or social distancing.

In this training you will learn:
  • Five things your organization can do to prevent COVID-related behavior issues
  • A 3-step strategy for resolving problems with people who are not following COVID-19 rules including 9 different tools to use
  • How to respond to patrons who fall under (or claim to fall under) the Americans with Disabilities Act

Plus there's a helpful download you can print and laminate to help you remember the tools taught in the course.

Upon completion of the course, your certificate will be available to save or print.

Have questions? Email us at crystal@homelesstraining.com and we will be happy to help.

Contents

Introduction

Welcome to Customers Without Masks: Simple strategies that get customers to follow your COVID-19 policies (without a fight!). 

In this training we will discuss:

  • Five ways your organization can prevent COVID-related behavior problems
  • A 3-Step Strategy for dealing with problem behavior (not wearing a mask, mask below nose, not social distancing, etc.)
  • Masks and the ADA
Upon completion of the training, there is a certificate you download and print.
Introduction Video.mp4

5 Ways to Prevent Problem Behavior

There are five things your organization can do to prevent COVID-related behavior issues. In this video we'll walk through these five things and why they are important.
5 Ways to Prevent Problems.mp4

3 Steps to Resolve Problems

3 Steps to Resolve Problems.mp4

Masks and the ADA

Masks and the ADA.mp4

Handout

COVID Workbook.pdf

Training Certificate

COVID Training Certificate.pdf

What other students said about the course

  • "This was the most entertaining, engaging, and useful training I have attended in my professional life! I especially appreciated the distillation of your content into simple, usable handouts."
  • "This training offered practical and clear strategies to address and handle difficult situations. The cheat sheets are great. They are already posted in my office."
  • "This was the best online training that I have ever taken. Thank you! I feel much better prepared for our reopening. I appreciated your thorough research on the psychology behind non-compliance and the simple strategy you developed to achieve compliance without conflict or violence."
  • "Love the quick-reference tool and the clarity and simpleness of information"
  • "This training was excellent!"
  • "Thanks for teaching me wow to react to patrons not wearing masks. I've been making mistakes."
  • "Loved the real-life examples"
  • "This was incredibly helpful. The step-by-step tool handout for staff is wonderful! This provides people with a clear plan and language that will help them." 
  • "Use the tool!"
  • "I liked that you gave specific examples of HOW to say things to patrons." 
  • "The steps are very helpful. We had an incident yesterday and they would have come in handy."
  • "You took scary and difficult things and simplified them with phrases and immediate tools to implement. Thank you!"
  • "Clear explanations of how to handle various situations well."
  • "I love the workbook and the Tool -- super helpful!  The framework overall is just so clarifying, helps make a pretty daunting subject much more manageable."
  • "I loved your three-part approach to talking with patrons. It keeps a simple structure, by assuming the best, and then going step by step as necessary."
  • "I enjoyed the entire training.  I especially liked the section on how to deal with the escalating of a person refusing to wear a mask."
  • "All of it was excellent, but the 'tools' hand out is fantastic! Everyone loves easy 'cheat-sheets'."
  • "The five things the organization can do and three steps for handling situations were great.  They're very practical and very easy to implement."
  • "I love the clear steps for how to deal with someone who isn't being compliant while still retaining empathy and having a laid back (chilled/mellow/amiable) response."
  • "I really like the 3-step tools.  They are easy to remember and I feel comfortable following them."
  • "I now feel calmer and more capable of interacting with our patrons. We opened our doors yesterday and today is my first shift with the public."
  • "This was an EXCELLENT training.  You had so much information that kept me on the edge of seat and I put up a DO NOT DISTURB SIGN on my office door, I did not want to miss anything."
  • "I loved the diagram with suggestions for handling three categories of response to masking requirements. I love Ryan’s practical approach to everything."

Ryan Dowd

Ryan Dowd is the Executive Director of a large homeless shelter outside of Chicago. ​He is also the founder and CEO of the Homeless Training Institute. Ryan is a global trainer to libraries, nonprofits, government agencies, and other organizations on how to compassionately manage problematic behavior from troubled individuals.
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