Print Page   |   Your Cart   |   Sign In   |   Request an Account
Site Search
Sign In

Forgot your password?

Haven't registered yet?

Latest News
How to Handle Difficult Members: Effectively Dealing with Intimidation, Negativity & Anger Webinar
View Registrations Tell a Friend About This EventTell a Friend

When: Archive only
Where: In Your Credit Union
Contact: Kristina Kirchmer

Online registration is closed.
« Go to Upcoming Event List  

Dealing with members who try to get their way through the use of intimidation, negativity, or anger can be downright exhausting!  It’s difficult to not get upset when people behave like this.  Unfortunately, being upset adversely impacts service, productivity, and quality.  Learn and put into action the “5 Steps to Not Get Hooked” model when dealing with these situations.  Learn essential techniques to control your communication while understanding your own “hooks.”  Once you’ve mastered these techniques, you’ll be equipped to successfully manage interactions with difficult members.


  • The “5 Steps to Not Get Hooked” model
  • Different aspects of negative emotions and the balancing act the brain does
  • Essential communication techniques to stay in control of situations where intimidation, negativity, or
  • anger are demonstrated
  • Understand your own “hooks” and identify actions you may be demonstrating that do not help resolve the situation
  • Strategies to enlist help if the situation can’t be defused
  • How to be more effective with challenging co-workers


  • Template to reinforce the “5 Steps to Not Get Hooked” model
  • Written and online resources to enhance communication efforts
  • Employee training log
  • Quiz you can administer to measure staff learning and a separate answer key
  • Attendance verification for CE credits provided upon request.

This informative session will benefit everyone in your credit union who interacts with members. 

ABOUT THE PRESENTER – Mary White, WTC Performance Group
After many years in the financial industry, Mary White started WTC Performance Group in 1991.  She works with individual financial institutions, trade associations, and other non-financial industries on topics as diverse as BSA/AML compliance, frontline operations, and enhancing the performance of senior-leadership teams.  

Mary uses her extensive business and financial background to help organizations develop processes and training to reduce or eliminate the gap between current performance and desired performance.  Due to her background and diverse client base, Mary’s audiences benefit from her “real world” perspective.

Educational Investment:

Asset Size Archive Only
Over $75 million


$25 - $75 million


Under $25 million


Education Scholarship

Scholarships are available for all KCUA education events. Scholarships pay 100% of registration fee for credit unions under $25M, 50% for credit unions between $25-$75M and 25% for credit unions over $75M.



Upon registration, you will receive an email confirmation that you can print for your records.