Handling a Difficult Customer

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Module	Topics Covered
Introduction
Course Objectives
Module 1	Getting Started, Workshop Objectives
Module 2	The Right Attitude Starts with You, Be Grateful, Make Gratitude a Habit, Keep your Body Healthy, Invoke Inner Peace, Case Study
Module 3	Communication, Ways we Communicate, Improving Nonverbal Communication, Listening, Openness and Honesty, Case Study
Module 4	Teamwork, Identifying Capabilities, Get into Your Role, Learn the Whole Process, The Power of Flow, Case Study
Module 5	Problem-Solving, Define The Problem, Generate Alternative Solutions, Evaluate The Plans, Implementation and Re-Evaluation, Case Study
Module 6	Time Management, The Art of Scheduling, Prioritizing, Managing Distractions, The Multitasking Myth, Case Study
Module 7	Attitude and Work Ethic, What are You Working For?, Caring for Others vs Caring for Self, Building Trust, Work Is Its Own Reward, Case Study
Module 8	Adaptability/Flexibility, Getting Over The Good Old Days Syndrome, Changing to Manage Process, Changing to Manage People, Showing You’re Worth Your Weight, Case Study
Module 9	Self-Confidence (Owing It), Confident Traits, Self Questionnaire, Surefire Self-Confidence Building Tactics, Build Up Others, Case Study
Module 10	Ability To Learn From, Wow, You Mean I’m Not Perfect?, Listen with an Open Mind, Analyze and Learn, Clear The Air, Case Study
Module 11	Networking, Redefined Need, Identifying Other’s Interest, Reach Out, When to Back Off, Case Study
Module 12	Wrapping Up
Assessment
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