Date/Time:
Thursday, October 12, 2023, 1:00 PM (EDT) - 3:30 PM (EDT)
Wednesday, December 6, 2023, 9:30 AM (EDT) - 12:00 PM (EDT)
Workshop Overview:
We have all experienced a service breakdown, either as a service provider or receiver. Depending on how that challenging situation was managed, it can leave both parties feeling frustrated and stressed. This workshop will expand upon a participant’s knowledge gained in the Building Community through Service and Communication workshop, and/or the previously offered Exceptional Service workshop. Learn to manage and de-escalate stressful service breakdowns for service recovery in a manner that is healthy, positive, and productive. In addition, participants will gain insights and learn techniques for managing their own emotions and reactions in challenging situations.
Learning Outcomes:
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Recognize factors that contribute to the escalation of difficult service situations.
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Identify key steps to take when managing service challenges.
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Introduce the anatomy of challenging service situations.
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Identify and apply tools and strategies to de-escalate challenging service scenarios.
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Apply conflict management tools and strategies within a service context.
Preparation/Pre-requisites:
Building Community through Service and Communication OR Exceptional Service.
Intended Audience:
All UWaterloo Employees
Workshop Format:
In-person
Duration:
2.5 hours
Facilitator(s):
Laura Maple - Learning and Development Specialist - Employee Development
Location
EC1-1004 OHD Training Room