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

October 11, 2018 9 am - 12 noon Pierre BHR Training Room,
Basement Becker-Hansen Bldg.
November 29, 2018 1 pm - 4 pm Pierre BHR Training Room,
Basement Becker-Hansen Bldg.
December 4, 2018
1 pm - 4 pm Yankton

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

***Pierre Trainings: You will now need to enter Becker Hansen through the main entrance on Broadway for training. You will need to check in at the reception desk before proceeding to the training rooms.

Main Entrance on Broadway Ave: After entering, check in the receptionist's desk, take a right past the receptionist's desk and go through two sets of double doors. The elevator and stairwell are on the right. Go to the basement and take a right.
Room B15: Training Room I
Room B16: Computer Lab
Room B17: Training Room II