Sydney

The workshop will enable participants to:

• understand the customer's perspective
• learn a step-by-step model for dealing with customer complaints and apply this model in the workplace
• analyse the customer's needs
• identify common, yet perhaps surprising, reasons for expression of anger
• deal with anger in a constructive and positive manner
• employ skills and strategies for communicating successfully with various types of 'challenging' behaviours

For further information, contact Sheila O'Donovan on 02 9286 1019 or email so'donovan@ombo.nsw.gov.au, or Jane Busby on 9265 0416 or email jbusby@ombo.nsw.gov.au

• appreciate the importance of de-stressing and debriefing