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
CANX Jan 14, 2010 at RTC, Sorrento Valley.
Apr 29, 2010 at Helix Water District, La Mesa
Student Comments
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 12 Noon
  

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