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Event Information:
DEALING WITH DIFFICULT PEOPLE
Do you have to deal with irate, rude, impatient, emotional, persistent, sarcastic or aggressive people?
How about nasty customers?
Have a difficult, demanding boss?
Work with upset, irritable, uncooperative colleagues?
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About This Seminar :
At one time or another, everyone has to deal with irate, rude, impatient, persistent or aggressive people. Participants will learn the importance to their company of fast, friendly and efficient handling of customers and clients, both on the tele-phone and in person. This workshop outlines useful techniques that will help anyone, especially front-line staff to "keep their cool under fire" in a wide variety of situations.
This is Roberta Cava's most popular workshop internationally, which has been presented to over 50,000 participants in Australia, New Zealand, Canada, USA, Great Britain, South Africa, Germany, United Arab Emirates, Malaysia, Indonesia, Thailand, The Philippines and Singapore.
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Objectives:
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The 3 effective ways of controlling your own moods
How not to let others decide what kind of day you have
How to handle a day where "everything" goes wrong
How to impose "Rules and Regulations"
How to say "NO" without feeling guilty
The best technique to use to “Keep Your Cool” when a customer blames you for something you didn’t do
The main cause of customer frustration and anger and how this may be alleviated
The difference between constructive and destructive criticism
The 6 steps on how to handle criticism
How to handle unfair, unwarranted or manipulative criticism
Effective ways to manage and deal with:
° the feelings of angry or upset people
° angry customers / clients
° whiners, complainers, bellyachers and negative thinkers
° difficult co-workers or bosses
° sarcastic people
° persistent sales people
° someone using foul language in the workplace or on the phone
° people giving you the “silent treatment”
The common telephone and face-to-face problems faced in your daily life
The kind of behaviour sarcastic people portray
The 3 basic sensory communication styles
The 4 different basic kinds of people, and how you could work more harmoniously with them
The differences between passive, passive resistance, assertive, indirect aggressive, aggressive and passive/aggressive behaviour and the effects these behaviours have on others
The specific steps to take to reduce your own frustration and anger level
The importance of non-verbal communication or body Language
How to create your own “Territory” as it relates to body language |
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Trainer/Speaker Profile:
 Ms Roberta Cava, International trainer, Human Resource Specialist and best-selling author of "Dealing with Difficult People"
Roberta is owner of Cava Consulting (Head Office) in Queensland, Australia (1998); Cava Management Consulting Services in Edmonton, Alberta, Canada (since 1982) and Maui, Hawaii USA (since 1986).
Her firms offer our 65 different training and development seminars (12 Associate Trainers) in Supervisory/Management, Human Resources, Personal Development, Career Development, Customer Service and Clerical. Clients include other training firms, colleges, universities, private and government agencies in Australia, New Zealand, Canada, USA, Great Britain, Germany, Singapore, Malaysia Philippines, Indonesia, Thailand, South Africa and the United Arab Emirates.
She has been involved in the field of human resources since 1974 including employment as Head of Human Resources and Training for a large financial institute in Melbourne and as Human Resources Manager for a group of 12 companies based in Canada.
Roberta is the author of two internationally best-selling books - Dealing with Difficult People has been a best-seller since 1990 and now has 13 publishers in 8 languages. Another best-seller is Escaping the Pink-Collar Ghetto - How Women can Advance in Business (which is now available in e-book format. Her other books are Dealing with Difficult Spouses and Children, Dealing with Difficult Relatives and In-Laws, Before Tying the Knot - Questions Couples Must Ask Each Other BEFORE They Marry!, What Am I Going To Do with the Rest of My Life?, Dealing with Difficult Situations - At Work and At Home and Dealing With Bullies.
Her tributes include:
• Being chosen twice as a Canadian Achiever
• Nominated for:
• 2001 and 1999 Telstra Australian Woman of the Year Awards
• Alberta Human Rights Award
• Canadian Awards for Business Excellence
• YWCA Tribute to Women Award
• Edmonton Chamber of Commerce Small Business Owner of the Year Award for three years
• Regional finalist for 1993 Canadian Woman Entrepreneur of the Year Award
Roberta is listed in Who's Who in North America. |
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Targeted Audience:
This one-day workshop is geared to people who work on the front lines, representing their organisations. An ideal course for anyone involved in sales, front desk, complaints, receptionists and secretaries. |
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Testimonials:
"Roberta is good and I enjoyed her course. I am looking forward to reading her book to help me deal with difficult people" - Joanna Johnson, BMC Software Asia Pacific Pte Ltd
" Roberta has expertly explained the various techniques to us to solve difficult situations." - Geraldine Tan, Infocomm Development Authority of Singapore
"Learnt a good methodology of solving problems." - Ho Yong San, Singapore Prisons Department
"I have always been afraid of handling demanding customers over the phone. However, I now have more confidence to try out the suggested actions to be taken when I am in such a situation." - Nazlin Bte Mohd Hilal, SingTel Communications Ltd
"Useful techniques on how to deal with difficult people." - Chow Lynn Whui, Health Sciences Authority
"Learnt how to deal with irate, rude, impatient, emotional, persistent and aggressive people without losing our cool." - Cathryn Sim, Immigrations & Checkpoints Authority |
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Details:
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| Date : |
25th June 2008
9am - 4pm
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| Fee : |
S$495 nett (group discounts are available for 3 persons and above)
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| Venue : |
Furama City Centre |
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Contact Details:
Partners Conference & Event Management Pte Ltd
Tel.: 6288 1273
Email: enquiries@partners-conference.com or enquiries@seminars.com.sg
Website: http://www.partners-conference.com
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