Customer Service > Managing Difficult People and Situations
This stimulating programme will maximise understanding and learning through lectures, case studies, group discussions, role plays, practice sessions and written exercises.
Module 1: What Motivates Difficult People
Module 2: Anticipating and Preparing for Confrontation and Conflict
Module 3: Sharpening Your Interpersonal and Communication Skills
Module 4: Handling and Defusing Conflict and Emotions
4.5
Winslow Wong has a wealth of experience across diverse disciplines and industry sectors. In the past 34 years, he developed key skill sets and substantial knowledge in management, training, journalism, public relations, sales and marketing, human resources management, franchising and project management, having served in various capacities, notably as founding Group Executive Editor of The Sun daily, General Manager of Ridpest Sdn Bhd and the National Association of Malaysian Life Insurance Fieldforce and Advisers (NAMLIFA), as well as General Manager (Operations) of the Federation of Malaysian Manufacturers (FMM).
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