How to Handle Difficult Customers/Colleagues

Course Code: HDC101-WS
Day: Sun Time: 10:00-11:30 Hours: 6 Sessions: 4 Semester: Summer Medium of Instruction: English Location: Online

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Course Description

Dealing with people is always an interesting experience, sometimes good and sometimes bad. This course will focus on the difficulties in dealing with customers and colleagues, the two groups we spend a great deal of our lives interacting with and stressing about. By looking at the make-up of individuals, students will be better equipped to understand what behavior patterns can be produced and what 'buttons' can trigger them. The course will address these by analyzing responses to anticipate, preempt and deal with these often difficult situations. Through studies and real-life examples the course aims to give students a well-rounded understanding to better handle difficult customers and colleagues.


No required textbook


Paul Kates

Instructor Biography

Originally from Toronto (Canada), Paul Kates has over 20 years of diverse professional experience. After the completion of his MBA from the Schulich School of Business at York University, he began his career in the Entrepreneurial Services Practice of Ernst & Young, providing accounting, auditing, and consulting services to a wide variety of businesses. He then moved on to management positions for companies operating in both the consumer goods and hospitality sectors, including a Fortune 500 company, where he was engaged primarily in marketing, sales, customer service, and merchandising activities. Paul arrived in Tokyo in 2006 and has spent the majority of his time here as a University Instructor and Corporate Trainer. Among other things, he teaches an assortment of business courses and workshops at TUJ.