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Lunch & Learn Training Opportunity: Dealing with Difficult People – Webinar
October 16 @ 12:00 pm - 1:00 pm
Lunch & Learn Training Opportunity: Dealing with Difficult People (Webinar)
Date: 10/16/2024
Time: 12:00 pm – 1:00 pm
Cost: $35 per person ($25 for HR Business Partners), or $25 per person when 3 or more from your company are registered!
Expectations in the workplace are changing, and common courtesy is not always common practice.
Join us for this Lunch & Learn to help deal with colleagues and customers who can be challenging. Key points covered:
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Understanding Types of Difficult People — from arrogant ‘Know-It-Alls” to Chronic Complainers and Passive Aggressive ‘Cats’
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Anticipating ‘Transformers’ who can suddenly become angry or disappointed when triggered
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Practicing ways to avoid conflict through clear communication and anticipating customers’ needs
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Understanding the impact of a strong Emotional Bank Account with key relationships
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Reviewing key Customer Expectations and why they leave
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Reviewing the RATER model (Reliability, Assurance, Tangibles, Empathy and Responsiveness)
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How to deliver difficult or unwelcome news
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Dealing with Emotional Behavior
