Seminar Description:

Customer service providers often are the first people having to deal with angry, upset or unreasonable people. This session will look at what makes people “Unreasonable” and how we can react to turn the situation around.

We will examine how we can use proven Trainwest Psychological Strategies & Techniques to institute a sequence of events to resolve the situation.

Key Learning Points:

• Learn and understand the games people play to manipulate the situation in their favour
• Learn a process on how to deescalate “the situation”
• Learn how to apply the three (3) Rules of Communication