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The Calming a Complainer course provides skills to deal wth comlpainers professionally and calmly by examining an amusing case study: Barney is irate because his car is blocked in, and gets increasingly angry when his complaint is mismanaged. He shows how when someone is angry and complaining, you never become angry yourself. You stay calm – never be rude or patronizing. Manage your emotions – know that you have the capacity to solve the problem - and take responsibility to get things fixed. Show your concern, actively listen, ask questions to get to the facts, and work together to solve the problem with a practical solution.

In this Calming a Complainer course you will learn that when someone has a complaint or is unhappy or becoming angry, you must not get caught up in their emotions. You will manage a complainer well when you take responsibility to fix problems and keep working with them to exceed expectations.

Learning Objectives

  • Don’t ignore reasons for anger INSTEAD: Ask questions to establish facts
  • Don’t raise your voice INSTEAD: Stay calm and in control
  • Don’t escalate by being defensive INSTEAD: Take responsibility to fix problems
  • Don’t lose your positivity INSTEAD: Persevere and exceed expectations

Interactive eLearning course

This video program is also available as a short stimulating eLearning course with interactive learning modules, recap activities, inline video and quiz assessments, designed to engage learners and build skills.

This is available as part of

Cutting Edge Communication Comedy Series - 80 lessons
Weclome to Cutting Edge Simulated company with learning situations crafted by psychologist Eve Ash, filmed in LA, like a sit com! This series will shock, amaze and entertain you, while at the same time teaching some important lessons in human interaction, in a way you won’t forget! CUTTING EDGE COMM... read more
Communication Skills
Conflict / Difficult People
Feedback / Coaching
Service / Sales
Release Date
Mar 10, 2021
Video Running Time (minutes)
Course Length (minutes)
Seven Dimensions
Course ID



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