Dealing with Difficult People: They’re Mad, Now What?, 8 hours (sworn & non-sworn)
In this advanced customer service skills course, participants are shown that all internal and external contacts are customers: “clients,” line staff, managers, and professional support staff. Emphasis is on communication. Participants focus on changing and monitoring their own behavior and communication patterns to create solution-based problem solving. Heavy emphasis is paid on telephone communication with both internal and external “customers.” In addition, face-to-face de-escalation techniques are taught and practiced. Participants learn how to handle a variety of problems, including angry “clients.” Emphasis is on productive, healthy communication strategies. This is a solutions-focused course.