How to Handle Difficult Customers/Colleagues

Course Code: HDC101-WS
Start Date: 2024/4/13 End Date: 2024/4/13 Day: Sat Time: 10:00-16:30 Hours: 6 Sessions: 1 Semester: Spring Instructional Language: English Location: In-Person (Tokyo) English Proficiency Level: High Intermediate

Registration Open

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

With a rich tapestry of over 30 years in diverse professional realms, Paul Kates stands as a beacon of expertise and leadership in the field of Continuing and Corporate Education. Hailing from Toronto, Canada, Paul's journey in the business world took flight after earning his MBA from the prestigious Schulich School of Business at York University. His early career was marked by a pivotal role in the Entrepreneurial Services Practice at Ernst & Young, where he honed his skills in accounting, auditing, and consulting across a broad spectrum of industries.

Paul's career trajectory then ascended to management positions within leading companies in the consumer goods and hospitality sectors, including a tenure at a Fortune 500 company. Here, he was instrumental in driving initiatives in marketing, sales, customer service, and merchandising, showcasing his versatility and forward-thinking approach.

In 2006, Paul embarked on a new chapter in Tokyo, Japan, where he has since become a cornerstone of the academic and corporate training landscape. As the Director of Continuing Education and Corporate Education at Temple University Japan (TUJ), Paul leverages his extensive experience to inspire and educate. He delivers a wide array of business courses and workshops, equipping professionals and students alike with the knowledge and skills to excel in today's dynamic business environment.

Paul Kates is not just an educator but a mentor and innovator, dedicated to shaping the future of professional development and corporate education in Japan and beyond.