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People are Stressed and Angry; Keep Your Cool, Your Customers & Others
Learn:
- To think before you speak.
- To know your company policies and the hot spots.
- How to be cool under fire.
- Things you should NEVER say to a customer, team member.
- You will get a list of magic words versus fighting words.
- Plus, a list of things you should NEVER say.
- Situations you haven’t thought of that can become issues.
- Homework: Role play behaviors that are calming and create a win-win ending.
Overview of the webinar
Today’s consumer is living in fear, gets angry and frustrated easily.
Too often we allow them to ‘pull our strings’ and act negatively ourselves. These behaviors trigger expensive complaints and a hostile environment.
Take responsibility for being a peacemaker and a communication specialist.
Who should attend?
- Human Resources Professionals
- Directors
- Team Leaders
- CEO's
- COO's
- Managers
- Senior Managers
- Project Managers
- Operation Managers
- Supervisors
- Department Heads
- Sales Team
- Customer Service team members
Why should you attend?
- 75% of people who leave their jobs do so because of another person.
- 68% of customers stop doing business with any given business due to perceived disinterest/rudeness by staff.
- You will become more likeable and a peacemaker, not only to others, but to yourself.
- Conflict is a four billion dollar a year challenge! More than 20 million cases a year end up before a judge.
- Loss of productivity, emotional unrest, loss of relationships.
- You will learn usable techniques and how to calm people during trying times.
- Improve your communication/people skills and keep peace.
- The ability to calm others is critical to the safety of all concerned.
- It is also a matter of your own safety.
Faculty - Ms.Anne Sadovsky
Anne Sadovsky has been in the apartment industry five decades and is a former V P of Marketing and Education for Lincoln Property Company. Her credentials include NAAEI Advanced Facilitator, CAM, and CAPS. She is a contributing writer for many publications, has earned a Texas Real Estate license and Certified Speaking credentials from the National Speakers Association. She was named one of the top trainers in the industry by Multi-Housing News and both Multifamily Pro Brainstorming Conference and the Apartment Association of Greater Dallas have honored Anne with Legends Awards.
Anne has chaired and served on many education committees for major conferences. She has coauthored several books and has flown over 8 million miles sharing her knowledge and wit, and her success story has been featured in many national magazines including Money, Texas Business and Ladies Home Journal. Anne is multifaceted, offers many topics, shares skills and tools that are life changing, common sense, high energy, fun but no nonsense.
She lives in Dallas with her husband Randy, a funny Chiweinie and two very talkative parrots.