Employee and Organizational Development

Defusing Difficult & Hostile Customers

3-hour class - Cost: $60
AFE # - 78X1

They are demanding, impatient, obnoxious--and can even become hostile or abusive. These are the tough customers that employees in the public sector might have to deal with from time to time. In this class, based on the book, “Defusing Hostile Customers Workbook for the Public Sector” by bestselling author Robert Bacal, you will learn how to reduce verbal abuse, shorten nasty interactions, get customers to listen, and get control of an interaction. Through in-class exercises and group discussion, we’ll learn what works and what doesn’t so you can gain confidence for your next difficult encounter. There are over 110 specific tactics in the workbook—you’re guaranteed to learn something new.

Each participant will receive a copy of the workbook to use as a resource in the workplace.  

Competencies addressed:
  • Adaptability
  • Assertiveness
  • Communication
  • Composure
  • Conflict Management
  • Continuous Learning
  • Customer Service
  • Decisiveness
  • Empathy
  • Problem Solving
line Accountabilities regarding:
  • Customer Service

September 25, 2018
1 pm - 4 pm Aberdeen AmericInn
October 11, 2018
TBD Pierre

Register by sending an email to BHR Training Registration with the course title, date, time, location and employee number.