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Dealing with Difficult Situations

Dealing with difficulty is not easy and is usually not fun either. However, this is a part of all jobs and your ability to serve people when they are upset can really set you apart from other service professionals. In this module, you will learn how to handle difficult situations so you stay safe, remain in control, and find a resolution that works for everyone.

About This Course

Dealing with difficulty is not easy and is usually not fun either. However, this is a part of all jobs and your ability to serve people when they are upset can really set you apart from other service professionals. In this module, you will learn how to handle difficult situations so you stay safe, remain in control, and find a resolution that works for everyone.

Course Staff

Course Staff Image #1

Dr. Mary Jo Bitner

Professor and Edward M. Carson Chair
Co-Executive Director, Center for Services Leadership
W. P. Carey School of Business
Arizona State University

Course Staff Image #2

Dr. Douglas Olsen

Associate Professor of Marketing
Center for Services Leadership
W.P. Carey School of Business
Arizona State University

References

Bechtle, Mike (2012), People Can't Drive You Crazy If You Don't Give Them the Keys, Grand Rapids, MI: Revell.

Bramson, Robert M. (1981) Coping With Difficult People, New York, NY: Dell.

Brinkman, Rick and Rick Kirschner (2002) Dealing with People You Can't Stand: How to Bring Out the Best in People at Their Worst, McGraw-Hill.

Evenson, Renée (2014) Powerful Phrases for Dealing with Difficult People, New York, NY: AMACOM.

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  1. Course Number

    Customer Service Basics
  2. Classes Start

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