What participants will learn...   Develop ‘a can do' but more importantly ‘want to' attitude The importance of positive communication – body language, voice and tone Raise awareness of the impact of non verbal communication Improve core listening skills Know how to ask the right question without fanning the fires of disappointment To understand and more importantly apply a range complaint resolution approaches without compromising the business (specific to your business needs) Develop a range strategies designed to effectively manage and defuse heated situations Understand their rights and the rights of others Explore a range coping strategies to help overcome personal pressures