Dealing with Angry Members

RELEASE DATE: JULY 14, 2025
ANTICIPATED DURATION: 60 MINUTES

This fast paced and informative program focuses on effectively managing verbal and potentially physical confrontations. When dealing with hostile people, it is often difficult for employees to remain calm and not take things personally. This program offers practical and easy to understand approaches to use in these situations. It focuses on personal safety and keeping the customer. Guidelines are provided on reading body language, facial expressions, and the “real” meanings of words. Employees are taught to take control of confrontations with win-win solutions in mind and to evaluate their own behavior in these situations.

SUBJECT MATTER EXPERT

Branch Walton is an Associate Dean of Student Services at Henley Putnam University, an on-line university specializing in intelligence, protection management, terrorism and counter-terrorism studies.  He is also currently active in training program development, management, and/or instruction for: the Miami Police Academy (Florida), Federal Law Enforcement Training Center, University of Findley, Eastern Kentucky University, South American Theft Group Intelligence Network, Miami Dade College, Broward County TRIAD, and South Florida INFRAGARD.

Branch has more than 40 years of experience in federal law enforcement, private security, and instruction.  He retired from the United States Secret Service after a 21-year career.  Assignments included Special Agent-in-Charge of a field office; instructor and Assistant Agent-in-Charge of the Office of Training; investigative and protective assignments at three field offices; and security details for Presidents Nixon, Carter, and Reagan.  Criminal investigative experience includes threat assessments as well as the investigation of and supervision of counterfeit cases. Prior to his USSS service, Branch was a commissioned officer in the U. S. Marine Corps and a special agent with the Office of Naval Intelligence.

Following his career with the Secret Service, Branch served as a Law Enforcement Coordinating Committee representative with a U.S. Attorney’s Office,  Director of Corporate Security for Cummins Engine Company, Chief of the Federal Law Enforcement Training Center’s Management Institute, as a criminal justice instructor at Indiana University at Bloomington, Indiana, and as President of the National Association for Bank Security-Profit Protection, LLC, a company specializing in security and compliance training for the banking industry.

Working through Thompson Consulting Group, LLC, Branch is a well-known speaker and author on workplace violence, executive protection, identity theft, school safety, and other security topics.  He continues to instruct at the Federal Law Enforcement Training Center’s Counter Terrorism Division and the Department of Homeland Security in the fields of physical and operations security.  He is a past or current adjunct faculty member of the criminal justice department of six universities.  Branch has authored numerous articles, two books, book chapters, and has consulted on several workplace violence training videos.

Thompson Consulting Group, LLC provides consultative training services for financial institutions that are looking for experts with actual industry experience. With our firm, you learn to handle real-world issues using methods based on practical solutions for the community institution — unlike security firms or computer penetration companies, which only know our industry from the outside. We provide training, risk management advisory services, banking expos, community programs, and physical risk assessments.

LEARNING METHOD This training is available as an on-demand webinar, organized into chapters. Learners can choose to watch individual chapters or complete the entire program. Unlimited testing is provided as the last chapter.

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