2015 ISOSWO APWA Spring Conference: Dealing with Threatening Customers
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The document provides tips for dealing with angry or rude customers as a service provider. It advises to remain calm, not take issues personally, listen actively, apologize gracefully, find solutions, and take breaks if needed. For threatening customers, it recommends explaining their behavior is making you uncomfortable, calling police if needed, and not confronting the customer. The document also discusses following company policies regarding customer conduct.
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How To Deal With Angry Customers
1. When dealing with an angry customer, acknowledge their anger and don't pretend it isn't there. Recognizing their emotions is important to resolving the issue.
2. Anger must be addressed before problem solving can begin. Customers need to calm down before they can think rationally about solutions.
3. First work to defuse a customer's anger, then focus on resolving the underlying problem. How the company handles the situation impacts customer satisfaction more than the original issue.
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Dealing with verbal aggression awkward customers and challenging situations i...Academic and Research Libraries Group Yorkshire & Humberside
Presentation delivered by Chris McLay at Leeds Beckett University on 26th May 2016, as part of the event Front Line Support in FE and HE, organised by Academic and Research Library Group's Yorkshire and Humberside branch.The first 3 steps in dealing with difficult clients
Slides accompanying my talk this evening at Business Club Lincoln exploring conventional apporaches to handling difficult clients and suggesting some additional approaches to try.
Dealing with difficult customers
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
Angry Customers
This document provides tips for asserting yourself when dealing with an angry customer. It recommends acknowledging the customer's anger, listening to their full explanation, making a statement of regret to show concern for their experience, summarizing what you heard to ensure understanding, staying emotionally engaged through tone and body language, finding a point of agreement, generating solutions, and taking action to resolve the problem quickly. The key is to address the customer's concerns without taking responsibility for their anger.
Your customers aren't difficult! They're just different!
This document discusses how to effectively handle difficult customers in a customer service setting. It begins by defining what constitutes a difficult customer and noting that the goal is to change how such customers are labeled. Labeling a customer as difficult can become a self-fulfilling prophecy, as it leads representatives to expect negative behaviors and treat the customer abruptly. Instead, the document recommends adopting a "CLEAR" communication approach: listen actively, empathize with the customer's situation, apologize genuinely, resolve the problem, and release negative feelings. With this approach, representatives can de-escalate challenging situations and focus on serving the customer respectfully.
How to Save Your Marriage After an Extra Marital Affair
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Deescalation Training_Presentation
This document provides training materials for an escalations team, including information on why customers may escalate issues, how to handle irate callers using the C.A.R.P method (Control, Acknowledge, Refocus, Problem Solving), and a sample escalated call regarding a disputed enrollment. It discusses listening to customers, acknowledging their perspective in a sincere way, determining when they are ready to refocus on solutions, and resolving unreasonable demands by educating the customer and offering an appropriate reimbursement or describing escalation mechanisms.
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How To Deal With Angry Customers
1. When dealing with an angry customer, acknowledge their anger and don't pretend it isn't there. Recognizing their emotions is important to resolving the issue.
2. Anger must be addressed before problem solving can begin. Customers need to calm down before they can think rationally about solutions.
3. First work to defuse a customer's anger, then focus on resolving the underlying problem. How the company handles the situation impacts customer satisfaction more than the original issue.
Dealing with verbal aggression awkward customers and challenging situations i...
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Presentation delivered by Chris McLay at Leeds Beckett University on 26th May 2016, as part of the event Front Line Support in FE and HE, organised by Academic and Research Library Group's Yorkshire and Humberside branch.The first 3 steps in dealing with difficult clients
Slides accompanying my talk this evening at Business Club Lincoln exploring conventional apporaches to handling difficult clients and suggesting some additional approaches to try.
Dealing with difficult customers
None of us get it right all the time. Part of the human experience is dealing with upset or disappointed people. Sometimes this is because of a misunderstanding, or because we didn’t deliver quality service to our customers. Learn how to deal with difficult customers.
Angry Customers
This document provides tips for asserting yourself when dealing with an angry customer. It recommends acknowledging the customer's anger, listening to their full explanation, making a statement of regret to show concern for their experience, summarizing what you heard to ensure understanding, staying emotionally engaged through tone and body language, finding a point of agreement, generating solutions, and taking action to resolve the problem quickly. The key is to address the customer's concerns without taking responsibility for their anger.
Your customers aren't difficult! They're just different!
This document discusses how to effectively handle difficult customers in a customer service setting. It begins by defining what constitutes a difficult customer and noting that the goal is to change how such customers are labeled. Labeling a customer as difficult can become a self-fulfilling prophecy, as it leads representatives to expect negative behaviors and treat the customer abruptly. Instead, the document recommends adopting a "CLEAR" communication approach: listen actively, empathize with the customer's situation, apologize genuinely, resolve the problem, and release negative feelings. With this approach, representatives can de-escalate challenging situations and focus on serving the customer respectfully.
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Deescalation Training_Presentation
This document provides training materials for an escalations team, including information on why customers may escalate issues, how to handle irate callers using the C.A.R.P method (Control, Acknowledge, Refocus, Problem Solving), and a sample escalated call regarding a disputed enrollment. It discusses listening to customers, acknowledging their perspective in a sincere way, determining when they are ready to refocus on solutions, and resolving unreasonable demands by educating the customer and offering an appropriate reimbursement or describing escalation mechanisms.
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This document provides strategies for dealing with hostile customers without becoming hostile oneself. It discusses the differences between upset and difficult customers, with upset customers being potentially fixable. It outlines six steps for dealing with upset customers: 1) maintain a positive attitude, 2) let the customer vent, 3) be empathetic, 4) demonstrate understanding, 5) begin problem solving, and 6) mutually agree on a solution. Additional tips include listening without interrupting, acknowledging the customer's feelings, apologizing when needed, and remaining professional.
Question and answers
A young female coworker confides in another that she is being physically abused by her husband. The coworker should listen without judgment, keep the situation confidential unless there is an immediate safety threat, provide information on resources without giving direct advice, be supportive over time without expectations, and reassure the coworker that the abuse is not her fault.
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Competencies of an ideal customer support agent
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Handling Objection problems Rami.k L.V
This document discusses how to handle objections and complaints from customers. It recommends using the LAST approach: Listen attentively, Apologize and empathize, Solve the issue, and Thank the guest. When dealing with complaints, representatives should stay positive, respond quickly, offer personalized service, take ownership without blaming others, and follow up. The document also notes that most complaints are due to issues like merchandise, price, or other contacts rather than personal beliefs or attitudes. The goal in solving complaints should be a win-win where both the guest and the organization are satisfied.
How To Lose A Customer In 10 Minutes
Take your time replying to customer queries, set unrealistic service level agreements, and hire grumpy representatives who don't have authority to make decisions or fix problems. Blame customers, don't listen to their needs, and focus on selling rather than solving their issues. Only support top tier customers and make contacting support as difficult as possible through complex IVRs and buried contact details.
Topic 9 handling difficult guests
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Bullying presentation
This document provides advice on how to handle bullying situations. It recommends telling a trusted adult about bullying incidents, standing up to the bully by firmly telling them their actions are unwanted, and avoiding fighting back or retaliating against the bully. It also suggests not blaming oneself for being bullied and maintaining strength and confidence so the bully cannot achieve their aim of upsetting their target. Finally, it assigns students the task of creating a PowerPoint on dealing with or stopping bullying to share with classmates.
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1. Do not compare yourself to others or feel superior or inferior. Express your authentic thoughts, feelings, and desires assertively without being overly permissive or aggressive.
2. Make sure to think critically about what others tell you and avoid constant criticism or complaints by focusing on possibilities.
3. Do not make important decisions when experiencing intense emotions. Act with compassion but also use reason and objectivity.
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This document discusses anger management and provides tips for controlling anger. It notes that anger is a normal emotion but can become problematic when it spirals out of control. Some key tips include knowing your triggers, using anger constructively, not criticizing others when angry, accepting what you cannot change, listening to others, and sharing negative emotions in person rather than through impersonal means like email. The overall message is that understanding anger and using controlled expression of it can help improve relationships and quality of life.
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This document discusses anger management and provides tips for controlling anger. It notes that anger is a normal human emotion but can become problematic when it spirals out of control. Some key tips include knowing your triggers, using anger constructively, not criticizing others when angry, accepting what you cannot change, listening to others, and sharing negative emotions in person rather than through impersonal communication. The overall message is that understanding anger and using controlled expression of it can help improve relationships and quality of life.
anger
This document discusses anger management and provides tips for controlling anger. It notes that anger is a normal emotion but can become problematic when it spirals out of control. Some key tips include knowing your triggers, using anger constructively, not criticizing others when angry, accepting what you cannot change, listening to others, and sharing negative emotions in person rather than through impersonal communication. The overall message is that understanding anger and using controlled expression of it can help improve relationships and quality of life.
Problem resolution presentation
This document provides guidance on how to handle difficult customer situations. It recommends recognizing issues early, using de-escalation skills, and making interactions a perfect client experience. When customers are reluctant, accusatory or profane, the document suggests outlining a resolution strategy, bringing in a third party, and apologizing for any mistakes. Key steps include listening, apologizing, solving issues through education or appropriate parties, and thanking the customer. Behaviors to avoid include taking attitudes personally, ignoring emotions, focusing only on policy, and using inappropriate language. The document stresses being reliable, responsive, empathetic and competent in all client interactions.
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How to handle angry customers
The document provides tips for handling angry customers. It advises remaining calm and listening actively to understand the customer's concerns. Representatives should empathize with the customer, apologize for any issues, and offer solutions. If a solution cannot be immediately provided, ask the customer for feedback on how their problem could be resolved. Representatives should then follow up to ensure the problem is fixed and the customer is satisfied. Taking a brief break after can help representatives destress from difficult customer interactions.
Feedback, for professional Learning
The document discusses feedback and how to effectively give and receive it. It defines feedback as a way to help others change or maintain their behavior by providing information about how their actions affect others. It provides criteria for effective feedback, such as being specific, immediate, descriptive, and behavioral rather than evaluative. The document also gives tips for successfully giving feedback, such as being respectful and focusing on changeable behaviors, and for successfully receiving feedback, like actively listening and seeking continual improvement.
Compliant Handling
This document provides guidance on handling guest complaints at hotels. It notes that resolving issues quickly will encourage return visits. There are four main types of complaints: mechanical, attitudinal, service-related, and unusual. The key rules are to listen actively with empathy, apologize, offer solutions within your authority, follow up to ensure satisfaction, and admit when a problem cannot be solved or get a manager if a guest is very angry.
Managing Coaches And Players
1) When dealing with emotional coaches, officials should remain calm, make eye contact when possible, answer questions directly and address behavior before questions.
2) Officials should avoid roadblocks to communication like ordering, directing, commanding or yelling at coaches. They should also not interrupt, maintain eye contact and be relaxed listeners.
3) When speaking to coaches, officials should acknowledge their point of view with phrases like "I hear you" or "I've heard your point" rather than getting defensive or trying to justify their own actions. The goal is achieving balance rather than any one person "winning" or "losing".
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Public schools have customers too!!!
This document discusses how to effectively handle angry customers in a school setting. It defines who a customer is, including both internal and external stakeholders. The six basic needs of school customers are outlined as friendliness, understanding, fairness, control, options, and information. When dealing with an angry customer, effective strategies include listening without interrupting, asking clarifying questions, providing a solution, and following up. School staff should respect customers, remain calm and patient, and avoid blaming in order to resolve issues and leave customers feeling heard and satisfied.
HANDLING OF CUSTOMER COMPLAINS
This document discusses customer complaints and their handling. It defines a complaint as an expression of dissatisfaction or unacceptable situation. Complaints arise due to differing expectations and grievances. When handling complaints, it is important to believe the customer, listen without being defensive, apologize even if not at fault, solve or satisfy the issue, and thank the customer. Proper body language like making eye contact, nodding, and smiling is also important when dealing with angry customers. Some magic words and phrases can help de-escalate situations. Overall, complaints should be viewed as opportunities for improvement rather than problems.
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This document provides strategies for dealing with hostile customers without becoming hostile oneself. It discusses the differences between upset and difficult customers, with upset customers being potentially fixable. It outlines six steps for dealing with upset customers: 1) maintain a positive attitude, 2) let the customer vent, 3) be empathetic, 4) demonstrate understanding, 5) begin problem solving, and 6) mutually agree on a solution. Additional tips include listening without interrupting, acknowledging the customer's feelings, apologizing when needed, and remaining professional.
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If you'd like to check out more tips in customer support, head to our blog - http://blog.freshdesk.com/ See you on the other side!
Handling Objection problems Rami.k L.V
This document discusses how to handle objections and complaints from customers. It recommends using the LAST approach: Listen attentively, Apologize and empathize, Solve the issue, and Thank the guest. When dealing with complaints, representatives should stay positive, respond quickly, offer personalized service, take ownership without blaming others, and follow up. The document also notes that most complaints are due to issues like merchandise, price, or other contacts rather than personal beliefs or attitudes. The goal in solving complaints should be a win-win where both the guest and the organization are satisfied.
How To Lose A Customer In 10 Minutes
Take your time replying to customer queries, set unrealistic service level agreements, and hire grumpy representatives who don't have authority to make decisions or fix problems. Blame customers, don't listen to their needs, and focus on selling rather than solving their issues. Only support top tier customers and make contacting support as difficult as possible through complex IVRs and buried contact details.
Topic 9 handling difficult guests
customer management, handling difficult guest or customer, rude customer management, focusing on customer, all about customer, how to win customer's attitude, how to increase profitability with customer management
The Do's and Don'ts Of Conflict Resolution
The document provides tips for effective conflict resolution. The dos include actively listening without distractions, focusing on the problem not the person, sticking to the current issue, recognizing others' feelings, and using problem-solving skills. The don'ts are to avoid being defensive, advising or criticizing others, being long-winded, making assumptions, and cutting off communication. The tips emphasize addressing problems respectfully and finding solutions through open communication and compromise.
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This document provides advice on how to handle bullying situations. It recommends telling a trusted adult about bullying incidents, standing up to the bully by firmly telling them their actions are unwanted, and avoiding fighting back or retaliating against the bully. It also suggests not blaming oneself for being bullied and maintaining strength and confidence so the bully cannot achieve their aim of upsetting their target. Finally, it assigns students the task of creating a PowerPoint on dealing with or stopping bullying to share with classmates.
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1. Do not compare yourself to others or feel superior or inferior. Express your authentic thoughts, feelings, and desires assertively without being overly permissive or aggressive.
2. Make sure to think critically about what others tell you and avoid constant criticism or complaints by focusing on possibilities.
3. Do not make important decisions when experiencing intense emotions. Act with compassion but also use reason and objectivity.
Beat Anger
This document discusses anger management and provides tips for controlling anger. It notes that anger is a normal emotion but can become problematic when it spirals out of control. Some key tips include knowing your triggers, using anger constructively, not criticizing others when angry, accepting what you cannot change, listening to others, and sharing negative emotions in person rather than through impersonal means like email. The overall message is that understanding anger and using controlled expression of it can help improve relationships and quality of life.
Beat anger
This document discusses anger management and provides tips for controlling anger. It notes that anger is a normal human emotion but can become problematic when it spirals out of control. Some key tips include knowing your triggers, using anger constructively, not criticizing others when angry, accepting what you cannot change, listening to others, and sharing negative emotions in person rather than through impersonal communication. The overall message is that understanding anger and using controlled expression of it can help improve relationships and quality of life.
anger
This document discusses anger management and provides tips for controlling anger. It notes that anger is a normal emotion but can become problematic when it spirals out of control. Some key tips include knowing your triggers, using anger constructively, not criticizing others when angry, accepting what you cannot change, listening to others, and sharing negative emotions in person rather than through impersonal communication. The overall message is that understanding anger and using controlled expression of it can help improve relationships and quality of life.
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This document provides guidance on how to handle difficult customer situations. It recommends recognizing issues early, using de-escalation skills, and making interactions a perfect client experience. When customers are reluctant, accusatory or profane, the document suggests outlining a resolution strategy, bringing in a third party, and apologizing for any mistakes. Key steps include listening, apologizing, solving issues through education or appropriate parties, and thanking the customer. Behaviors to avoid include taking attitudes personally, ignoring emotions, focusing only on policy, and using inappropriate language. The document stresses being reliable, responsive, empathetic and competent in all client interactions.
Unlicensed Positive Attitude & Negative Attitude
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The document provides tips for handling angry customers. It advises remaining calm and listening actively to understand the customer's concerns. Representatives should empathize with the customer, apologize for any issues, and offer solutions. If a solution cannot be immediately provided, ask the customer for feedback on how their problem could be resolved. Representatives should then follow up to ensure the problem is fixed and the customer is satisfied. Taking a brief break after can help representatives destress from difficult customer interactions.
Feedback, for professional Learning
The document discusses feedback and how to effectively give and receive it. It defines feedback as a way to help others change or maintain their behavior by providing information about how their actions affect others. It provides criteria for effective feedback, such as being specific, immediate, descriptive, and behavioral rather than evaluative. The document also gives tips for successfully giving feedback, such as being respectful and focusing on changeable behaviors, and for successfully receiving feedback, like actively listening and seeking continual improvement.
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1) When dealing with emotional coaches, officials should remain calm, make eye contact when possible, answer questions directly and address behavior before questions.
2) Officials should avoid roadblocks to communication like ordering, directing, commanding or yelling at coaches. They should also not interrupt, maintain eye contact and be relaxed listeners.
3) When speaking to coaches, officials should acknowledge their point of view with phrases like "I hear you" or "I've heard your point" rather than getting defensive or trying to justify their own actions. The goal is achieving balance rather than any one person "winning" or "losing".
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This document discusses the author's efforts to promote recycling along the RAGBRAI bicycle route. It describes how as a high school student, the author reached out to RAGBRAI organizers about poor recycling. Over several years, the author rated recycling efforts in towns, identified successes and failures, and created tip sheets to help towns improve. Key lessons included making sure recycling bins are clearly labeled from all sides and placed next to trash bins. Creative bin designs like cardboard boxes and bins with holes cut in the top worked particularly well. Eastern Iowa towns generally recycled more than those in Western Iowa.
Fall Conference 2015: Master Planning-Ayres Associates
The document provides a master plan for Site 1, a closed landfill and active composting/recycling facility in Cedar Rapids, Iowa. The plan aims to improve operations, maintain service during construction, develop the closed landfill, and provide public access to the landfill cap. It identifies challenges with traffic, facilities, and public access. The master plan proposes separate traffic flows, new buildings, and trails/overlooks on the landfill cap to meet goals of improving operations, maintaining service, exploring development options, and providing public access. Construction will occur in phases to maintain current operations.
2015 Fall Conference: Avian Influenza-IDNR
The 2015 HPAI outbreak in Iowa impacted over 34 million birds across 18 counties. 77 poultry sites were infected, including the euthanization of 24.7 million egg-laying chickens and 1.1 million turkeys. Nationally, the outbreak resulted in the depopulation of over 49 million birds across 21 states. The response involved coordination between federal, state, and local agencies. Disposal methods included composting, on-site burial, incineration, and landfilling. Composting was widely used but other options like incineration faced challenges. The outbreak highlighted the need for faster depopulation and disposal in future responses.
2015 Fall Conference: Event Recycling-University of Iowa
This document discusses planning for zero waste events at the University of Iowa. It outlines the university's approach to increasing recycling and composting rates through optimized recycling infrastructure and educating students and staff. Specific initiatives are highlighted, including setting up proper bin stations at large events like Dance Marathon and football games to divert waste. The university has seen success in diverting more waste from the landfill but continues working to fully transition event planning and waste reduction responsibility across campus.
2015 Fall Conference: ISOSWO Lightning Round-Terracon
This document provides contact information for seven office locations of a company across Iowa, including addresses and phone numbers. The offices are located in Ames, Des Moines, Bettendorf, Cedar Falls, Cedar Rapids, Iowa City, and Sioux City.
2015 Fall Conference: Public Meeting, Admin and HR-Brick
This document provides a summary of common meeting and employment issues under Iowa law. It discusses requirements for open meetings, including what constitutes a meeting, notice requirements, and procedures for electronic meetings and closed sessions. It also addresses issues related to public sector employment such as conducting background checks, using criminal histories in hiring decisions, performance evaluations, discipline, and termination. The document advises thorough documentation to support all personnel decisions.
2015 Fall Conference: IRA Lightning Round-Steel Recycling Institute
The document discusses the Steel Recycling Institute (SRI), which was formed in 1988 and merged with the American Iron and Steel Institute (AISI) in 2000. SRI promotes steel recycling and provides information on the economics, environmental benefits, and recycling rates of steel, containers, automobiles, appliances and other steel products. It also discusses the steel industry and markets in the US and globally.
2015 Fall Conference: IRA Lightning Round-Big Ox Energy
Kevin Bradley is the Director of Business Development for Organics Recycling and Landfill Diversion. His company operates bio-gas facilities that convert organic waste into renewable natural gas or electricity through anaerobic digestion. They typically serve food and beverage manufacturers, processing plants, and pharmaceutical companies, accepting liquid and solid waste as well as packaged goods. The company also provides depackaging systems to separate materials from packaging for recycling.
2015 Fall Conference: Closed Loop Fund Essentials
The Closed Loop Fund is a $100 million social impact fund that provides zero-interest and low-interest loans to municipalities and companies to build recycling infrastructure in order to increase recycling rates in the US. The fund aims to invest in projects that remove barriers to effective recycling systems and prove financial models that can attract further public and private funding nationally. Its goals are to reduce costs for goods manufacturers by increasing recycled commodity supply, meet consumer demand for recyclable products, and create local jobs while reducing greenhouse gas emissions.
2015 Fall Conference: ISOSWO Lightning Round-TAC Update
The Technical Advisory Committee (TAC) provides updates and assistance to the solid waste industry on regulatory issues. The TAC chairman, Mike Classen, discussed several regulatory topics the committee is currently addressing, including proposed changes to Title V air permit application fees, new lower thresholds for New Source Performance Standards, guidelines for managing avian influenza waste, and revisions to the Illinois solid waste rules. The TAC works to stay up to date on industry trends, review proposed regulations, and help resolve any issues impacting the solid waste field on behalf of the ISOSWO Board.
2015 Fall Conference: Avian Influenza-USDA
This document discusses challenges with carcass disposal during avian influenza outbreaks and options for protecting animal agriculture. It notes that burial of infected carcasses can contaminate groundwater with high levels of nitrogen. Alternative options like composting, landfilling, and rendering are evaluated, with landfilling posing risks if leachate enters water sources but having potential for virus inactivation if buried deeply and far from collection systems. Preparing disposal agreements with landfills in advance is recommended to facilitate response in future outbreaks.
2015 Fall Conference: ISOSWO Lightning Round-EMS Info
The Environmental Management System Program provides an alternative to Solid Waste Comprehensive Planning and was established by legislation passed in 2008. It offers locally set goals to improve programs in areas like greenhouse gas reduction, yard waste management, recycling, water quality, hazardous household materials collection, and environmental education. Benefits of the program include potential grant funding, reduced reporting requirements, savings from improved staff training and documented procedures, and retaining more landfill fees locally.
2015 Fall Conference: Landfill Scale Operations and Maintenance-Carolina Soft...
The document discusses new trends in automation, reporting, and data delivery for waste management. It describes options for scale lane automation including keypads, intercoms, cameras, and printers. It also discusses reporting tools like Crystal Reports and how organizations can generate stock reports, custom reports, automated reports from scanned documents, and automated billing. The document notes that reporting tools allow exportable data and automatic ticket delivery with images. It closes by asking if there are any questions.
2015 Fall Conference: Master Planning-SCS Aquaterra
The document summarizes the end use planning process for an old landfill site being converted to a multi-use community asset. A steering committee with city and county representatives was formed to guide the planning. Stakeholders provided input on compatible recreational uses like trails, archery, and river access. Conceptual plans were developed and vetted with the public. The final plan proposes converting the landfill site into a mixed-use area with both active and passive recreation opportunities while respecting the active landfill operations.
2015 Fall Conference: Recycling in Manufacturing-Vermeer
1) Vermeer Corporation is a family owned company based in Pella, Iowa that manufactures agricultural and industrial equipment. It has over 2,600 employees working across 7 manufacturing plants and other facilities on a 320 acre campus.
2) The company follows a "4P Philosophy" of pollution prevention, projects, community outreach, and habitat conservation. It has implemented various recycling, waste reduction, and energy efficiency projects to reduce its environmental impact.
3) Examples of projects include converting parts washers to reduce water usage by 35-45%, implementing site-wide recycling to reduce waste by over 1,100 tons per year, and utilizing a composting program to divert food scraps and other organics from
2015 Spring Conference: Implementation of Core Assessment
A study was conducted at a waste authority site over 3-4 days to evaluate operations. The document discusses differences of opinion on equipment utilization and operations identified from the study. An implementation plan was developed to focus on high impact changes with minimal effort, including installing a spotter station, reducing the loader fleet, downsizing dozers, and changing rubble and soil management practices. These changes could save $0.49-$1.49 per ton and increase landfill capacity and lifespan. A second phase of changes with higher effort is proposed to further improve operations and savings through updated planning, performance tracking, and equipment investments.
2015 ISOSWO APWA Spring Conference: Landfill Fires 7
The document discusses the importance of communication for managing incidents, including establishing off-site and on-site communications. Off-site communication involves managing public relations and working with the press from an Incident Command Post located a safe distance from the incident. On-site communication requires establishing communication between responding resources like firefighters and heavy equipment operators. The document recommends using an Incident Action Plan to facilitate incident briefing, objectives, organization, and communications. It stresses the importance of pre-planning, training personnel on waste fire issues, understanding available resources and hazards, and using an Incident Command System to effectively respond to incidents.
2015 ISOSWO APWA Spring Conference: Landfill Fires 6
This document discusses environmental suppression and its impacts when fighting landfill fires. It notes that suppression efforts can overwhelm leachate collection systems and cause runoff and slope instability issues. Large amounts of water used for suppression, like in the case study of a dump fire in Asia, can result in massive slope failures. The document also discusses using foams to aid suppression efforts while minimizing environmental impacts, as foams reduce water's surface tension to better penetrate materials. However, some foams can be toxic, so an understanding of foam toxicity and approved varieties is important when selecting suppression methods for landfill fires.
2015 ISOSWO APWA Spring Conference: Landfill Fires 5
The document provides operational examples and insights from responding to a landfill fire in Panama. It discusses establishing safety protocols like LCES (Lookouts, Communications, Escape Routes, Safety Zones) and health and safety plans. It emphasizes using appropriate respiratory protection like SCBA in smoke areas, and how portable monitors can help delineate work zones. Overall it stresses the importance of pre-planning, managing resources effectively, and protecting personnel health when responding to landfill fires.
2015 ISOSWO APWA Spring Conference: Landfill Fires 4
This document discusses various suppression tactics for landfill fires, including: covering fires with soil; excavating and foaming fires from 1-30 feet deep; injecting inert gases like CO2 or water; flooding areas; letting fires burn; and accelerating fires. Excavation works well on subsurface fires from 1-30 feet deep. Overhaul of suppression efforts can be costly and time-consuming and must account for used suppression water. Reading smoke can help determine the stage and location of fires. The top four issues with waste fires are typically a lack of pre-planning, inadequate water supply and equipment, poor command and communications, and health and safety concerns.
More from isoswo (20)
Fall Conference 2015: Master Planning-Ayres Associates
Fall Conference 2015: Master Planning-Ayres Associates
2015 Fall Conference: Event Recycling-University of Iowa
2015 Fall Conference: Event Recycling-University of Iowa
2015 Fall Conference: ISOSWO Lightning Round-Terracon
2015 Fall Conference: ISOSWO Lightning Round-Terracon
2015 Fall Conference: Public Meeting, Admin and HR-Brick
2015 Fall Conference: Public Meeting, Admin and HR-Brick
2015 Fall Conference: IRA Lightning Round-Steel Recycling Institute
2015 Fall Conference: IRA Lightning Round-Steel Recycling Institute
2015 Fall Conference: IRA Lightning Round-Big Ox Energy
2015 Fall Conference: IRA Lightning Round-Big Ox Energy
2015 Fall Conference: ISOSWO Lightning Round-TAC Update
2015 Fall Conference: ISOSWO Lightning Round-TAC Update
2015 Fall Conference: ISOSWO Lightning Round-EMS Info
2015 Fall Conference: ISOSWO Lightning Round-EMS Info
2015 Fall Conference: Landfill Scale Operations and Maintenance-Carolina Soft...
2015 Fall Conference: Landfill Scale Operations and Maintenance-Carolina Soft...
2015 Fall Conference: Master Planning-SCS Aquaterra
2015 Fall Conference: Master Planning-SCS Aquaterra
2015 Fall Conference: Recycling in Manufacturing-Vermeer
2015 Fall Conference: Recycling in Manufacturing-Vermeer
2015 Spring Conference: Implementation of Core Assessment
2015 Spring Conference: Implementation of Core Assessment
2015 ISOSWO APWA Spring Conference: Landfill Fires 7
2015 ISOSWO APWA Spring Conference: Landfill Fires 7
2015 ISOSWO APWA Spring Conference: Landfill Fires 6
2015 ISOSWO APWA Spring Conference: Landfill Fires 6
2015 ISOSWO APWA Spring Conference: Landfill Fires 5
2015 ISOSWO APWA Spring Conference: Landfill Fires 5
2015 ISOSWO APWA Spring Conference: Landfill Fires 4
2015 ISOSWO APWA Spring Conference: Landfill Fires 4
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Climate Change All over the World .pptx
Climate change refers to significant and lasting changes in the average weather patterns over periods ranging from decades to millions of years. It encompasses both global warming driven by human emissions of greenhouse gases and the resulting large-scale shifts in weather patterns. While climate change is a natural phenomenon, human activities, particularly since the Industrial Revolution, have accelerated its pace and intensity
Promoting Multilateral Cooperation for Sustainable Peatland management
Presented by Agus Julianto on GLF Peatlands 2024 - 360 Degree Approach to Improving Capacity of Multiple Stakeholders to Manage Peatland Sustainably
Improving the viability of probiotics by encapsulation methods for developmen...
Improving the viability of probiotics by encapsulation methods for developmen...Open Access Research Paper
The popularity of functional foods among scientists and common people has been increasing day by day. Awareness and modernization make the consumer think better regarding food and nutrition. Now a day’s individual knows very well about the relation between food consumption and disease prevalence. Humans have a diversity of microbes in the gut that together form the gut microflora. Probiotics are the health-promoting live microbial cells improve host health through gut and brain connection and fighting against harmful bacteria. Bifidobacterium and Lactobacillus are the two bacterial genera which are considered to be probiotic. These good bacteria are facing challenges of viability. There are so many factors such as sensitivity to heat, pH, acidity, osmotic effect, mechanical shear, chemical components, freezing and storage time as well which affects the viability of probiotics in the dairy food matrix as well as in the gut. Multiple efforts have been done in the past and ongoing in present for these beneficial microbial population stability until their destination in the gut. One of a useful technique known as microencapsulation makes the probiotic effective in the diversified conditions and maintain these microbe’s community to the optimum level for achieving targeted benefits. Dairy products are found to be an ideal vehicle for probiotic incorporation. It has been seen that the encapsulated microbial cells show higher viability than the free cells in different processing and storage conditions as well as against bile salts in the gut. They make the food functional when incorporated, without affecting the product sensory characteristics.
ENVIRONMENT~ Renewable Energy Sources and their future prospects.
This presentation is for us to know that how our Environment need Attention for protection of our natural resources which are depleted day by day that's why we need to take time and shift our attention to renewable energy sources instead of non-renewable sources which are better and Eco-friendly for our environment. these renewable energy sources are so helpful for our planet and for every living organism which depends on environment.
Kinetic studies on malachite green dye adsorption from aqueous solutions by A...
Kinetic studies on malachite green dye adsorption from aqueous solutions by A...Open Access Research Paper
Water polluted by dyestuffs compounds is a global threat to health and the environment; accordingly, we prepared a green novel sorbent chemical and Physical system from an algae, chitosan and chitosan nanoparticle and impregnated with algae with chitosan nanocomposite for the sorption of Malachite green dye from water. The algae with chitosan nanocomposite by a simple method and used as a recyclable and effective adsorbent for the removal of malachite green dye from aqueous solutions. Algae, chitosan, chitosan nanoparticle and algae with chitosan nanocomposite were characterized using different physicochemical methods. The functional groups and chemical compounds found in algae, chitosan, chitosan algae, chitosan nanoparticle, and chitosan nanoparticle with algae were identified using FTIR, SEM, and TGADTA/DTG techniques. The optimal adsorption conditions, different dosages, pH and Temperature the amount of algae with chitosan nanocomposite were determined. At optimized conditions and the batch equilibrium studies more than 99% of the dye was removed. The adsorption process data matched well kinetics showed that the reaction order for dye varied with pseudo-first order and pseudo-second order. Furthermore, the maximum adsorption capacity of the algae with chitosan nanocomposite toward malachite green dye reached as high as 15.5mg/g, respectively. Finally, multiple times reusing of algae with chitosan nanocomposite and removing dye from a real wastewater has made it a promising and attractive option for further practical applications.
Evolving Lifecycles with High Resolution Site Characterization (HRSC) and 3-D...
The incorporation of a 3DCSM and completion of HRSC provided a tool for enhanced, data-driven, decisions to support a change in remediation closure strategies. Currently, an approved pilot study has been obtained to shut-down the remediation systems (ISCO, P&T) and conduct a hydraulic study under non-pumping conditions. A separate micro-biological bench scale treatability study was competed that yielded positive results for an emerging innovative technology. As a result, a field pilot study has commenced with results expected in nine-twelve months. With the results of the hydraulic study, field pilot studies and an updated risk assessment leading site monitoring optimization cost lifecycle savings upwards of $15MM towards an alternatively evolved best available technology remediation closure strategy.
Wildlife-AnIntroduction.pdf so that you know more about our environment
All about wildlife, if you are fond of animals and wildlife then do follow us for more content like this
Overview of the Global Peatlands Assessment
Presented by Patrick Scheel at GLF Peatlands 2024 - The Global Peatlands Assessment: Mapping, Policy, and Action
Microbial characterisation and identification, and potability of River Kuywa ...
Microbial characterisation and identification, and potability of River Kuywa ...Open Access Research Paper
Water contamination is one of the major causes of water borne diseases worldwide. In Kenya, approximately 43% of people lack access to potable water due to human contamination. River Kuywa water is currently experiencing contamination due to human activities. Its water is widely used for domestic, agricultural, industrial and recreational purposes. This study aimed at characterizing bacteria and fungi in river Kuywa water. Water samples were randomly collected from four sites of the river: site A (Matisi), site B (Ngwelo), site C (Nzoia water pump) and site D (Chalicha), during the dry season (January-March 2018) and wet season (April-July 2018) and were transported to Maseno University Microbiology and plant pathology laboratory for analysis. The characterization and identification of bacteria and fungi were carried out using standard microbiological techniques. Nine bacterial genera and three fungi were identified from Kuywa river water. Clostridium spp., Staphylococcus spp., Enterobacter spp., Streptococcus spp., E. coli, Klebsiella spp., Shigella spp., Proteus spp. and Salmonella spp. Fungi were Fusarium oxysporum, Aspergillus flavus complex and Penicillium species. Wet season recorded highest bacterial and fungal counts (6.61-7.66 and 3.83-6.75cfu/ml) respectively. The results indicated that the river Kuywa water is polluted and therefore unsafe for human consumption before treatment. It is therefore recommended that the communities to ensure that they boil water especially for drinking.
Optimizing Post Remediation Groundwater Performance with Enhanced Microbiolog...
Results of geophysics and pneumatic injection pilot tests during 2003 – 2007 yielded significant positive results for injection delivery design and contaminant mass treatment, resulting in permanent shut-down of an existing groundwater Pump & Treat system.
Accessible source areas were subsequently removed (2011) by soil excavation and treated with the placement of Emulsified Vegetable Oil EVO and zero-valent iron ZVI to accelerate treatment of impacted groundwater in overburden and weathered fractured bedrock. Post pilot test and post remediation groundwater monitoring has included analyses of CVOCs, organic fatty acids, dissolved gases and QuantArray® -Chlor to quantify key microorganisms (e.g., Dehalococcoides, Dehalobacter, etc.) and functional genes (e.g., vinyl chloride reductase, methane monooxygenase, etc.) to assess potential for reductive dechlorination and aerobic cometabolism of CVOCs.
In 2022, the first commercial application of MetaArray™ was performed at the site. MetaArray™ utilizes statistical analysis, such as principal component analysis and multivariate analysis to provide evidence that reductive dechlorination is active or even that it is slowing. This creates actionable data allowing users to save money by making important site management decisions earlier.
The results of the MetaArray™ analysis’ support vector machine (SVM) identified groundwater monitoring wells with a 80% confidence that were characterized as either Limited for Reductive Decholorination or had a High Reductive Reduction Dechlorination potential. The results of MetaArray™ will be used to further optimize the site’s post remediation monitoring program for monitored natural attenuation.
How about Huawei mobile phone-www.cfye-commerce.shop
How about Huawei mobile phone-www.cfye-commerce.shop
Improving the Management of Peatlands and the Capacities of Stakeholders in I...
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Presented by Sonya Dewi at GLF Peatlands 2024 - 360 Degree Approach to Improving Capacity of Multiple Stakeholders to Manage Peatland Sustainably原版制作(Newcastle毕业证书)纽卡斯尔大学毕业证在读证明一模一样
学校原件一模一样【微信：741003700 】《(Newcastle毕业证书)纽卡斯尔大学毕业证》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
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一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
Peatland Management in Indonesia, Science to Policy and Knowledge Education
Peatland Management in Indonesia, Science to Policy and Knowledge EducationGlobal Landscapes Forum (GLF)
Presented by Feri Johana at GLF Peatlands 2024 - 360 Degree Approach to Improving Capacity of Multiple Stakeholders to Manage Peatland SustainablyEpcon is One of the World's leading Manufacturing Companies.
Epcon is One of the World's leading Manufacturing Companies. With over 4000 installations worldwide, EPCON has been pioneering new techniques since 1977 that have become industry standards now. Founded in 1977, Epcon has grown from a one-man operation to a global leader in developing and manufacturing innovative air pollution control technology and industrial heating equipment.
一比一原版(UMTC毕业证书)明尼苏达大学双城分校毕业证如何办理
原件一模一样【微信：6496090】【(UMTC毕业证书)明尼苏达大学双城分校毕业证成绩单学位证】【微信：6496090】（留信学历认证永久存档查询）采用学校原版纸张、特殊工艺完全按照原版一比一制作（包括：隐形水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠，文字图案浮雕，激光镭射，紫外荧光，温感，复印防伪）行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备，十五年致力于帮助留学生解决难题，业务范围有加拿大、英国、澳洲、韩国、美国、新加坡，新西兰等学历材料，包您满意。
◆◆◆◆◆ — — — — — — — — 【留学教育】留学归国服务中心 — — — — — -◆◆◆◆◆
【主营项目】
一.毕业证【微信：6496090】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【微信：6496090】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分→ 【关于价格问题（保证一手价格）
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
选择实体注册公司办理，更放心，更安全！我们的承诺：可来公司面谈，可签订合同，会陪同客户一起到教育部认证窗口递交认证材料，客户在教育部官方认证查询网站查询到认证通过结果后付款，不成功不收费！
我们所定的价格是非常合理的，而且我们现在做得单子大多数都是代理和回头客户介绍的所以一般现在有新的单子 我给客户的都是第一手的代理价格，因为我想坦诚对待大家 不想跟大家在价格方面浪费时间
对于老客户或者被老客户介绍过来的朋友，我们都会适当给一些优惠。
学历顾问：微信：6496090
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Presented by The Global Peatlands Assessment: Mapping, Policy, and Action at GLF Peatlands 2024 - The Global Peatlands Assessment: Mapping, Policy, and Action
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ENVIRONMENT~ Renewable Energy Sources and their future prospects.
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Kinetic studies on malachite green dye adsorption from aqueous solutions by A...
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Epcon is One of the World's leading Manufacturing Companies.
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2015 ISOSWO APWA Spring Conference: Dealing with Threatening Customers
- 1. Investigator – Principal Financial Group DMPD – Lieutenant Retired, 22 years A.L.I.C.E – Instructor –Alert, Lockdown, Inform, Counter, Evacuate. Active Shooter Instructor
- 2. WHY DO WE CARE? WHAT’S IN IT FOR ME? IS THE CUSTOMER ALWAYS RIGHT? WHEN IS THE CUSTOMER NO LONGER THE CUSTOMER?
- 4. People are not mad at you personally. They are mad at the company. So guess what?
- 6. Customers get rude or angry for a variety of reasons Some justified, some not
- 7. You’re in business to serve your customers You will encounter rude or angry individuals YOUR RESPONSE Means Customers: ◦ Leave feeling satisfied with the resolution ◦ Vow never to patronize your business again
- 8. 1. Remain Calm 2. Don’t Take It Personal 3. Use Your Best Listening Skills 4. Actively Sympathize 5. Apologize Gracefully 6. Find A Solution 7. Take A Time Out
- 9. Don’t Fire Back Nothing To Gain Can’t Win Only Make Things Worse
- 10. Once Situation Is Understood Find a Solution Ask For Customer Solution Offer a Solution Yourself It’s Really All They Want
- 11. Threats ◦ Verbal ◦ Physical Intimidation Display of Weapons Feel that your personal safety/space is being threatened
- 13. Belittles, demands, threatens to get physical, throws tantrums or spews profanities Only reach their true offensive potential when service providers act as enablers YOUR RESPONSE: Rage, cuss and go ballistic all you want. I am not intimidated nor will I join in the escalation.
- 14. They threaten you verbally or physically May push or shove Rage spins out of control in face-to-face situations
- 15. Most customers will comply with your requests to “please stop this behavior and I’ll help you, continue and I won’t.”
- 16. Explain they are making you feel uncomfortable Use “I” When You Speak Call the police/alert number/ or use code word Remove yourself from the situation Do not confront/Debate
- 17. Demonstrates calm Gives you the upper hand Takes wind out of their sails Other Responses Include: • Have I personally done something to upset you? I’d like to help. Please give me a chance. This draws the customer attention back to the problem, not to you.
- 18. It’s imperative you follow through Give them a moment to realize you’re dead serious. Use “I” statements Ask them to stop the behavior (yelling, pushing, swearing) and tell them it’s not acceptable
- 19. Weapons (of any kind) Disengage Call Police/Use Code Word/Yell Lockdown Monitor/Observe
- 20. Current Policy = Is Your Friend Customer Defense ◦ How am I suppose to know? ◦ What sign? Enforcement: ◦ Cameras are your friend ◦ Policy ◦ Responsibility
- 21. LOOKS LIKE: Aggressive words, physical contact, intimidation, threats OPTIONS Disengage – Call 911, Radio Let them know you are doing this Description – Vehicle, Person, License Plate Observe – Use Cameras, Camera Footage Document Report, even if they leave
- 22. Stop Taking Checks ◦ Debit, Credit or Cash ◦ Advise of policy (provide a copy to customer) ◦ Stay Calm, Use “I” Statements
- 23. Questions?