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Cover image for Dealing with conflict situations [videorecording] : communicate on the telephone.
Dealing with conflict situations [videorecording] : communicate on the telephone.
ISBN:
9780958183635
Title:
Dealing with conflict situations [videorecording] : communicate on the telephone.
Author:
William Angliss Institute
Publication Information:
[Melbourne] : William Angliss Institute of TAFE, [2005]
Physical Description:
1 videodisc (ca. 7 min.) : sd., col. ; 4 3/4 in.
General Note:
"The content is closely aligned to the nationally recognised units, THHGCS03B Deal with conflict situations and THHGGA01B Communicate on the telephone, from the National Hospitality Training Package. It can be used as stand-alone training tool or coupled with the written resources" -- from container.
Contents:
Dealing with complaints -- Aggressive customer behaviour -- Communicating with customers -- Listening & questioning skills -- Identifying dangerous situations.
Subject Term:
Conflict management.

Customer services.

Hospitality industry.

Telephone in business.
Added Corporate Author:
William Angliss Institute
Format:
Video disc
Publication Date:
2005
Publication Information:
[Melbourne] : William Angliss Institute of TAFE, [2005]