Brenda is a speaker, trainer, writer and consultant. She has been addressing groups for over twenty years on topics related to communications, humour, leadership, laughter, positive working skills and wellness in general. Brenda received her Bachelor of Arts from Brandon University in Brandon, Manitoba (Major in English) and her Masters of Education from Simon Fraser University in Burnaby, B.C. in 1998. Join Brenda to listen, laugh and learn about other people, about yourself and about other stuff we may need and want to know.
9:00am - 10:15am (Mount Boucherie Room)
Dealing With Difficult "Customers" - Within and Outside your Organization
Working in any organization today is challenging and requires skills, knowledge and a positive attitude. This is especially true in the Public Sector. The expectations that people have of each other have increased. The pace of the world and these high expectations sometimes place us in difficult situations. Learning to respond effectively requires preparation and excellent presentation skills. Become aware of the non-verbal and verbal impact when interacting with people. Prepare to respond with confidence by being collaborative, cooperative, assertive and action directed. Learn to deal with difficult situations with differing approaches. Look for solutions quickly and don’t get bogged down in problems, arguments or emotional reactions. Go for action instead of reaction.