Because it’s hard not to take it personally…

It’s Not About You!

Built on the theory and methodology of operant conditioning, this session will teach you how to identify negative customer communication patterns and capitalize on your ability to change them, utilize successful conflict resolution strategies, as well as how to deal with a verbally abusive customer. Learn how to remain in emotional control of situations with body language tricks and tips, as well as how to develop your own "Let Me Tell You What I Can Do!" attitude when addressing even the strangest resident requests!