The Christmas rush will soon be on. Are your employees ready to deal with the many kinds of customers that will come through your doors - including the difficult ones? Are you ready? There are two kinds of customers - internal and external. At any given time - you may be faced with the reality of a difficult person looking to you to resolve their situation. In this workshop you will learn:

• How to define "difficult"
• Four techniques to help you deal with difficult people
• Four strategies to de-escalate angry customers
• How to win loyalty without sacrificing your self- esteem
• What to do when all else fails.

About Your Facilitator:

An internationally recognized speaker, and published author, Julie Christiansen brings over 15 years experience in group and individual counseling, to your boardroom. Branded as “Oprah for the Office” by some of her clients, Julie educates and entertains audiences throughout Canada, and the United States, and the Caribbean. While she has been compared to the likes of Brian Tracy and Jack Canfield, Julie has an energetic, humourous, and insightful style that is all her own. Julie has successfully merged her previous career as a counselor with her passion for helping teams attain peak performance and productivity through enhanced communication models.  Her aim is to help her clients to attain optimized Workplace Efficiency, with a focus on team development, communication, anger and stress management.