require fowl tactics!
(and with knee
Patt Schwab Ph.D., CSP
In the old days this workshop was called "Handling Difficult
Customers." It acknowledged the fact that all of us interact
with difficult people every dayand it did so rather
nicely. As the years went on, however, Dr. Schwab became
more realistic, or perhaps it was more jaded. At any rate
she now concludes that, indeed, there are jerks out there.
Unfortunately some of them masquerade as our clients,
customers and co-workers. She also acknowledges that
difficult people are tailor-made. One person's jerk is
someone else's challenge, friend or even loved one!
In her workshop
on "Dealing with Jerks," Dr. Schwab assists participants in
identifying the types of difficult people who cause "knee
jerk reactions" and in developing strategies to put such
people into perspective. She discusses how we create
difficult situations when our belief systems come into
conflict with people who are different from usor from
how we think they should be.
presentation focuses on how to handle the difficult client
or customer, much of the material is applicable for dealing
with multi-cultural environments and with difficult bosses,
co-workers, or subordinates.
developed the material for this workshop over the nine years
in which she was the chief disciplinary officer for the
5,000 students in the University of Washington residence
hall system. Needless to say, in this role she saw her share
of difficult peopleand on occasions was herself called
a difficult person by various recalcitrants. (She has also
been called a few other things which, although more
colorful, she chooses not to share!)
Meeting Planner Notes:
This interactive program is excellent as a 3-7 hour
workshop. It can also include specific components on stress,
humor, handling complaints and providing excellent customer
service from a broader perspective than just dealing with
the difficult people.
Target audiences: frontline staff and their leads and
a printable version