How to Handle Difficult Customers/Colleagues (One-day Workshop) (HDC101-SU)
This course has been canceled for this semester.
Dealing with people is always an interesting experience, sometimes good and sometimes bad. This course will focus on the difficulties in dealing with customers and colleagues, the two groups we spend a great deal of our lives interacting with and stressing about. By looking at the make-up of individuals, students will be better equipped to understand what behavior patterns can be produced and what 'buttons' can trigger them. The course will address these by analyzing responses to anticipate, preempt and deal with these often difficult situations. Through studies and real-life examples the course aims to give students a well-rounded understanding to better handle difficult customers and colleagues.
Paul Kates has an MBA from the Schulich School of Business at York University in Toronto, Canada. He was born in Canada and has lived and worked for several years in Japan. He has over 20 years of professional experience in roles encompassing finance, accounting, sales, marketing, and human resources. His industry experience includes consulting, consumer goods, retail, and hospitality while working for some top-tier Canadian and Japanese companies as well as a US-based Fortune 500 company. Currently, he teaches business and communications classes at various multinational companies in the greater Tokyo area. His teaching experience began in university as a private tutor for mathematics and he has continued with related work throughout his career, providing coaching and training to many employees. Paul enjoys most sports, including: marathon running, triathlons, hiking, and hockey. Other interests include puzzles, board games, watching movies, traveling, and cooking.
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