| Medium of Instruction:
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Cantonese
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| Pre-requisites:
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Professionals working in the industry
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| Course Fee:
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Macao Resident:
Non-Macao Resident:
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| Objective:
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During the course, students will learn how to use different skills and knowledge to deal with difficult situations.
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| Outline:
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- To adopt a positive approach towards complaints
- Develop processes for positive outcomes
- Avoid and minimize complaints
- Defuse a difficult situation
- Steps to handle complaint
- Emotion management
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