Facilitator: Professor Adriana Oberhausen
Title: De-escalation Techniques to Deal with Difficult Clients
Description: Lately, encounters with angry clients seem to be more frequent and sometimes violent. Managers today are concerned by new levels of anger experienced typically in organizations, and which can be seen among co-workers and clients alike. However, most managers declare that they feel unprepared to manage difficult or aggressive clients.
Objectives: This workshop has the purpose of teaching future professionals several techniques to deal with verbal attacks, diffuse angry people, listening to frustrated clients, identify defensive anger, deal with hostility, confront threats, and report violence in the workplace.