Dealing with Difficult Situations - XBUS 1932

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Learn to turn difficult situations into opportunities for relationship building by taking this valuable workshop.

Upon completion of this module, learners will be able to transfer their learning to the job as follows:
  • Turn a difficult situation into an opportunity for relationship building
  • Use positive language to establish rapport and trust and avoid becoming defensive, placing blame or arguing
  • Effectively acknowledge the customer’s point of view; use phrases that help convey empathy and understanding
  • Take responsibility for resolving the situation (consult behind the scenes); only escalate if unavoidable
  • Successfully end an interaction on a positive note and to the customer’s satisfaction
  • Take initiative to follow through and follow up if required; look for opportunity to add value

This course is offered in-person, and is also available online for those who are unable to attend in-person or who prefer to join virtually. Please contact us for more information.

Dealing with Difficult Situations

Location:
Downtown Campus
Room:
3-144
Tuition & Fees:
CAD $160.00 + GST
Prerequisites:
None

Custom training

We focus on the partnership. We want to support our client's success and prosperity. Whether we use our existing continuing education courses and build on that, or if we start from scratch, we will work with you to deliver results. We customize curriculum based on your business or organizational needs. Talk to us today.

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Save on the cost of training

Whether you are an individual or an organization looking for training for your staff, the Canada-Alberta Job Grant can help save on the costs. Many of our continuing education and custom training programs qualify for the grant. What does that mean? With the grant, you can save two-thirds of the costs.

For details on which courses and programs qualify, talk to one of our program officers.

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Workplace Skills Contact Information

Contact us for more information about our Workplace Skills programs and courses.

Phone:
1.866.534.6480
Email:
continuingeducation@norquest.ca
Main Office:
10230 108 St NW
Room C100
Edmonton, AB Canada T5J 1L4
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