UNIHUB | Dealing with Difficult Situations
What is covered in this course? How will I benefit?
The following topics will be covered
- The difference between difficult, angry and hostile/abusive customers
- Workplace and environmental factors that impact your ability to deal with difficult, angry or aggressive customers
- How conflict escalates: the three Rs of conflict
- Evaluating how you currently manage conflict
- Managing your emotions and staying calm under pressure
