PUBLIC AGENCY COURSE
DEALING WITH UPSET CUSTOMERS
1/2 DAY WORKSHOP

Many positions in public organizations require employees to present citizens with information they would rather not hear. Consequently, hostile feelings frequently occur. All levels of employees, from non-supervisory to department heads may face these situations. If you have experienced this type of a situation, this workshop is for you!

Have you been surprised by hostile reactions? We’ll give you tools to deal with them in a positive manner. This workshop is designed to deal with real life issues. Participants will have an opportunity to practice the methods and skills presented.
TOPICS WILL INCLUDE:
  • Dealing with the citizens’ strong feelings
  • How to handle your own feelings
  • Listening to and understanding the citizen
  • Using words to promote cooperation
  • Resolving the situation in a positive way
 DATES and LOCATIONS
2010
November 2, 2010 Coronado CANX
“ The entire class was thought provoking. Being able to share the content with employees covering the public counter will benefit the entire office.”
     – Senior Clerk
“Learning the “sandwich technique” to deal with upset people was of most value to me because it shows how to help situations before they get out of hand.”
     – Information Control Technician
TRAINER:
Jordan Goldrich
Click for bio
FEE:
 $ 100
COURSE CLASS HOURS: Start time:   8:30 AM    Finish Time Noon
 

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