Overview:

In our internet-speed world, tempers can run short and hot. Competition has raised the level of expectations in service, compromise and customer demands for 'freebies.'

This program is geared to learning how to maintain civility and diffuse situations among co-workers, suppliers, management and other 'customers' in daily situations.

Objective:

• Learn magic words to calm the most irate.
• Understand the psychology of confrontation.
• Examine how to win arguments without losing your temper.

Audience:

General