Dealing with Irate Customers/Employees

(3 hours)

It seems that the general public is getting more unruly and less respectful to service providers every year. As an example, American Airlines reported a jump in the number of physical assaults of flight attendants from 33 in 1994 to 140 in 1995. With more pressures at home and less time to do what needs to be done, customers appear to have shorter fuses and less respect for those who deal with them in the business world.

In this participatory workshop, Mr. Stein extends the skills he has developed mediating thousands of disputes to those who have to deal with the more tense and potentially explosive situations that irate customers/employees present. Participants will learn practical skills on how to better deal with the public on its worst behavior.  

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