Customers both external and internal are more demanding and often more aggressive in the way they approach issues that need to be resolved.

To cope with these expectations puts new pressure and stress on staff confronted with customer hostility, especially when working with reduced resources against the demand for enhanced response and service standards.

In this environment, confidence and influence skills are a "must" for people at all levels of the organisation. This program delivers practical relating and coping skills where accurate, specific and effective communications are critical.

In this practical program, you'll learn how to treat others with openness, directness and commitment, how to handle conflict positively even in emotional situations and how self-concept contributes either positively or negatively to interaction responses and outcomes.

The ability to positively influence others is an absolute requirements for self-respect and confidence in professional and personal life.

Monday November 8th 2004 Sydney The Carlton Crest
(02) 8080 8146 (02) 8080 8147

Tuesday November 9th, 2004 Brisbane Royal on the Park
(07) 3319 8925 (07) 3319 8926

Wednesday November 10th, 2004 Melbourne The Carlton Crest
(03) 8080 1661 (03) 8080 1662

Tuesday November 16th 2004 Perth Novotel Langley
(08) 9463 7807 (08) 9463 7808