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A s a business professional, it’s important to assume a position of knowledge, responsibility, and appreciation of all of your customers, no matter how difficult they may be. If you don’t accept a helpful philosophy, both you and your customers could cause some major damage. In this course, Challenging Situations, we’ll focus on some helpful strategies, techniques, and tips for dealing with difficult situations.

After completing Challenging Situations, participants will be able to:

• Utilize three behavioral styles for dealing with difficult customers and co-workers;
• Interact with seniors and special needs individuals;
• Relate to people of all cultures;
• Understand mechanisms for maximizing challenging situations;
• Differentiate between facilitative and debilitative emotions; and
• Cope with stressful situations.

Challenging Situationsutilizes 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.

Challenging Situations is useful for customer service representatives as well as all employees who need a better understanding of challenging situations as well as techniques to manage negative work conditions.

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