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
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
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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