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Home > Infopeople Workshop - Mastering Tough Public Service Situations

Infopeople Workshop - Mastering Tough Public Service Situations [1]

An Infopeople Workshop - April-June 2009

Workshop Description - html [2]

Workshop Materials

  • Agenda - doc [3]
  • PowerPoint Presentation - ppt [4] [582k]
  • Exercises
    • Ex. 1: A Difficult Encounter - doc [5] [29k]
    • Ex. 2: A Typical Customer Complaint Situation - doc [6] [36k]
    • Ex. 3: LEAPing Through Difficult Situations - doc [7] [33k]
    • Ex. 4: Gathering Information Before Seeking Solutions - doc [8] [25k]
  • Handouts
    • Action Items - doc [9] [20k]
    • Using Customer-Friendly Language - doc [10] [40k]
    • Fight, Flight, or Build Respect - doc [11] [40k]
    • Potential Solutions for Repeating Problems - doc [12] [40k]
    • Problem Situation Practice - doc [13] [29k]
    • Using Leaps - doc [14] [25k]

Source URL: https://www.infopeople.org/training/past/2009/mastering_tough_situations

Links:
[1] https://www.infopeople.org/training/past/2009/mastering_tough_situations
[2] https://www.infopeople.org/mastering_tough_situations/description
[3] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/agenda.doc
[4] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/print_MTPSS_2009.ppt
[5] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex1_yourprobsit.doc
[6] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex2_carComplaint.doc
[7] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex3_leaps.doc
[8] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Ex4_h_i_h.doc
[9] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/actionitems.doc
[10] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Alternative%20Phrases%20to%20Use%20with%20Customers.doc
[11] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/How%20You%20say%20no.doc
[12] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Potential%20Solutions%20For%20Repeating%20Problems.doc
[13] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/problems_groupdiscussion.doc
[14] https://www.infopeople.org/sites/all/files/past/2009/mastering_tough_situations/Using%20Leaps.doc