ANNOUNCEMENTS

Date: 2013-09-01
Subject :September Sessions of ¨ The Bullet Proof Manager ¨ Training Programme - September 2013.

A Session:How to Deal with Difficult Customers

Learning Goals:

Strategically deal with the emotions of difficult customers

Find common agreement with difficult customers

Gently confront difficult customers

Explain the solution to the customer´s problem and

Use active-listening skills

 

B Session: leaders Make Change Work

Learning Goals:

Apply the five leadership strategies of change and

Practice the challenges and responsibilities of change management