In this video, learn how to develop strategies for serving difficult coworkers effectively. Use empathy to better understand why a colleague may be hard to work with.
- We all want to have great workplace relationships.…Sometimes it's not easy.…Coworkers can be demanding, inconsiderate…or just downright unpleasant.…In my experience, most workplace relationships…can be salvaged.…We just need a strategy if we're going to…make these challenging relationships work.…Let's look in on Janice, the office manager,…who is having some trouble with Dave from IT.…- Janice, why aren't there any desks set up…for Alicia's new employees?…She should have told you that I need to configure…the workstations today.…
- This is the first I'm hearing about it.…- Coworkers like Dave can be tough to work with.…He's upset and it seems like he's unfairly directing…frustration at Janice for something she didn't know about.…We can often find ways to create better relationships…with people like Dave…if we can appreciate their perspective.…- Look, I'm in a hurry.…My boss has been all over me about an issue…with our accounting system migration.…Now I'm getting blindsided by Alicia when she tells me…she needs me to configure computers and phones…
In this course, learn skills and techniques for providing outstanding internal customer service to colleagues within your organization. Jeff Toister shares how to build positive workplace relationships, communicate effectively, and serve coworkers who can be difficult to work with. He also provides techniques for managing—and exceeding—expectations for internal service, and solving problems quickly and effectively.
- Distinguishing between internal and external customer service
- Creating positive workplace relationships
- Working with difficult coworkers
- Practicing active listening to uncover your customers' needs
- Managing internal customer expectations
- Anticipating problems
- Defusing angry colleagues
- Adjusting your workplace attitude