University of Adelaide Professional and Continuing Education
Adelaide, SA, Australia
http://www.adelaide.edu.au/

Dealing with Hostile and Aggressive Customers

Are you ever involved in situations where you have to deal with angry or aggressive customers? Do you wish that you could handle these situations in a way that is less stressful for all concerned? This course will show you how to use advanced verbal techniques to handle difficult customer situations with confidence and achieve better results with less stress. Join two presenters with loads of e......
 

Does your job require you to write clear and informative letters, briefings and memos? This course will equip you with the knowledge and skills to draft workplace correspondence which is powerful and easy to read while complying with the formalities required in business documentation. It will provide the tools you need to organise your message and express yourself clearly and concisely. Learn a......
 

The skill of being able to prepare and present your position effectively and negotiate an agreed outcome is essential in an environment of increasing demands and decreasing resources. Whether you are representing your organisation, your team or your self this course will help you to develop the key skills for effective negotiation. ...
 

Do all members of your team or committee really have the opportunity for an equal say in decision-making? This one-day course will explore some of the blockages that prevent people from speaking up at meetings. Develop skills that will help you gain genuine consensus at meetings, and promote a positive team culture. ...
 

In this workshop, participants will explore what is culture and how it affects communication and perceptions, what is happening when we communicate across cultures and how to improve communication with colleagues and clients from different cultures. The workshop is highly interactive, with ample opportunity for participants to discuss their experiences and concerns and with interactive exercise......
 

Effective and professional communication is a key, but often forgotten competency in organisational life today. In this one-day course you will learn about your personal communication style and the advantages and disadvantages of that style, how better listening can enhance your relationships and productivity, how you better understand those you communicate with, how to develop your confidence ......
 

How often have you walked away from a conversation, interview or business meeting and wished you’d spoken up or said something different? You may have had the clarity and focus but lacked the courage to say what you really wanted to say. In this experiential course you will learn how to have more personal impact and become clearer and more intentional in your thinking and speaking. You will als......
 

Learn how to inform, persuade and inspire! If you lack confidence or experience in public speaking, and need to speak to small or large audiences in the course of your work, this program is for you. This course will assist you to improve business communication by overcoming anxiety and entering into a state in which you can perform with ease. This one-day workshop is packed with stimulating, ch......
 

To achieve excellence in customer service requires excellent technical and communication skills and the ability to manage yourself positively throughout the day, on and off the phone. This course advances participants’ abilities in communication and provides them with strategies for managing themselves, their customer interactions and service excellence. Role plays will provide the opportu......
 

Mid-Year Entry to Full Year Courses These courses are appropriate for students who already have sufficient prior knowledge to enter a full year course half way through the year, and are designed to be completed as either independent courses or to articulate into PCE’s higher levels. Mid Year courses are offered as First Year (beginners), Second Year, Third Year, Fourth Year and Advanc......
 

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