People Are stressed and Angry; How to Keep Your Cool, Be Peace and Keep Your Customers! Today more than ever before in this lifetime humankind is living in fear; getting angry and frustrated easily. Daily we see stories of road rage, flight attendants attacked, and mass shootings at churches, schools, and businesses. Teenagers, as well as adults, are armed and violent. Businesses are losing customers and employees. Recently a manager said to me “I think about quitting every day; this class changed my attitude and behavior.” Too often we allow others to pull our strings and act negatively ourselves. These behaviors trigger expensive complaints and a hostile environment.

Learn to take responsibility for being a peacemaker and a communication specialist. 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. Many people have to choose between paying their rent and putting food on the table. With this class, you will become more likable and a peacemaker, not only to others but to yourself.

Conflict is at least four billion dollars a year challenge!  More than 20 million cases a year end up before a judge. The results are loss of productivity, emotional unrest, loss of relationships, happiness, and peace of mind. You will learn usable techniques and how to calm people during trying times.

Improve your communication/people skills and keep the peace. Being peaceful and not escalating tension is also a matter of your own safety. You will realize that it is often better to be kind and empathetic than to be right!

Areas Covered:-

• How to calm an agitated person
• Recognizing their conflict style
• Choose your words carefully
• What to do when you are truly afraid
• A list of agitating words
• A list of calming peaceful words
• Facial expressions and posture matter
• What do they say when they walk away; word of mouth marketing

Learning Objectives:-

• Improve customer service and retention
• Lessen stress in your life
• Improve your relationships at work and at home

Why Should You Attend:-

• Do you often say “I am sorry I said/did that?”
• Do you regret how you handled a stressful situation?
• Are you losing sleep over interactions with a customer, friend, or employee?

Who Will Benefit:-

EVERYONE!!!  All office and customer service staff