Course Description

Even well-oiled machines require occasional troubleshooting and maintenance. Management is no different: there will always be hiccups, obstacles, and unforeseen problems. The skill with which you overcome such issues shape you as a manager and determine your success as a leader. There are fundamental competencies that will aid you greatly in leading your staff and team through a tough spot. Challenged span the gamut from interpersonal disagreements to operational changes, uncooperative bosses, complex negotiations and the office politics that keep us up at night. Learning how to navigate your way through the many challenges that come with being in management will make you a better leader- and make your time at the office a lot more fun

Managing angry or difficult customers can be a challenge. Learn what makes customers upset, what they want, and how to calm them down. Discover how to handle personal criticism and compose yourself when you get caught up in the heat of the complaint. You will learn: unexpected benefits of handling difficult situations well; three common causes of problem situations; steps to ensure you fully understand the problem before you try to solve it; how to respond to outrageous customer comments; ways to control your emotions and defensiveness; what to say when the customer is not right; and steps to resolve complaints successfully.

We judge ourselves by our intentions. Others judge us by our behaviors. Do you have Emotional Intelligence? Are you able to identify and manage your feelings about yourself? Can you empathize with others who may be similar, or different, from you? Imagine the positive transformation that could take place in your day-to-day interactions with co-workers and customers if you consistently demonstrated your emotional intelligence. Through the use of demonstrations, simulations and assessment activities, you will explore this fascinating topic and practice emotionally intelligent techniques

Conflict in the workplace can be incredibly destructive to good teamwork. Managed in the wrong way, legitimate differences between people can quickly spiral out of control, resulting in situations where cooperation breaks down and teams missions is threatened. To calm these situations, it helps to take a positive approach to conflict resolution. Discover tools and techniques for effectively managing conflict. This workshop will provide time for self-assessment and the tools needed to build a healthy, positive approach to conflict resolution.

Learner Outcomes

  • Negotiating your contract to avoid conflicts during design and construction
  • Learning to apply emotional intelligence to manage difficult clients
  • Identifying common causes of problem situations & developing solutions
  • Learning new tools for self-assessment and strengthening your leadership skills

Accrediting Associations

Applies Towards the Following Certificates

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