---

A recent study indicated that most employees spend one-fourth of their time in conflict. No business professional is immune to conflict situations as there seem to be an endless stream of contrary situations at work. Research demonstrates that there are however, some tried and true strategies and techniques for getting along when criticism mounts. This course, Managing Criticism, focuses on the tools you need to manage and in fact, benefit from criticism.

After completing Managing Criticism, participants will be able to:

• Apply a six step strategy for managing criticism;
• Utilize effective tips for dealing with critical customers and co-workers;
• Use a five step process for offering criticism;
• Analyze others’ criticism;
• Integrate efficient techniques for promoting rapport and good will during conflict ; and
• Identify tips for maintaining a rational and composed demeanor during conflict.

Managing Criticismutilizes an interactive structure with six sections (Multimedia Presentation, Readings, Questions & Answers, Resources, Implementation, and Respond). Engaging audio and visual components as well as printable materials are incorporated into the course. A Certificate of Completion is awarded.

Managing Criticism is useful for customer service representatives as well as all employees who receive and offer criticism.

 

Reading, Exercises, Implementation Plan, and Quiz.

2-3 hours

Internet Browser: Internet Explorer 5.0 or higher, Firefox, Safari, or Opera. Sound card and speakers/headphones for audio.

 

Participants can access this course on computers running Windows, Macintosh, or Unix Variants.

Course participants will have access to the course for a period of six weeks from the date of enrollment in the course.

$39