Local Government Training Institute: Keeping Your Cool in Difficult Situations

Keeping Your Cool in Difficult Situations
Cypress Media Group

At one time or another, everyone has to deal with irate, rude, impatient, persistent or aggressive people. They include complainers, unreasonable and irresponsible people, passive aggressive people who give either too little or too much information, sarcastic people, those who use the silent treatment and others with whom we experience difficult interaction.

This workshop presents useful techniquess that help all employees keep their cool in a wide variety of difficult situations. It outlines the successful elements of dealiing with difficult situations and difficult people of all types - whether they are customers or colleagues.

Participants will learn the most effective strategies for:

  • Staying calm and confident with pressure is on
  • Focusing on fixing the problem - not placing the blame
  • Making empathic responses to someone's concerns
  • Defusing anger and irritation
  • Convincing the people you deal with that you are ready, willing and able to help them

Name Sales End Price
Reservation for 1   Ended $120

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