The Art and Science of Keeping Your Cool
A workshop presented by Jerry Posner
Thursday, October 27, 2016. 9:30 – 12 noon
Columbia County Chamber of Commerce
1 North Front Street, Hudson, NY
Chamber members: $35.00. Nonmembers: $60.00
Reservations required: Call the Chamber, (518) 828-4417
In all aspects of customer service (as well as every other relationships), the ability to keep a positive mood is vitally important! Understanding the science behind stress, anger and rage reactions can help us in a multitude of ways – in business and otherwise.
This workshop will help you understand “stress triggers” and “anger triggers” in your customers, staff … and yourself! And, you’ll learn to use some rational, practical tools, techniques and strategies for successfully managing them.
Since “one size does not fit all” – you’ll be offered an “all-you-can-eat buffet” of relevant information, life-changing practices and really good ideas! Even just one good idea APPLIED, can make for a meaningful improvement in work life and personal life.
Some topics include:
- Good stress (eustress) and bad stress (distress) – what are the causes?
- What makes people angry?
- Managing your own stress responses.
- React or respond? Challenges or threats?
- Basic neuroscience you need to know.
- How long does it take to make and break habits?
- Cognitive appraisal and cognitive distortions.
- Fixed and growth mindsets.
- Can multitasking cause stress?
- What to do when your customer is angry.
- Service recovery the right ways.
Your instructor: Jerry Posner is an accomplished training specialist, conference speaker, author and ukulele player! For more than 25 years, he’s presented engaging and entertaining workshops and programs for a wide variety of clients, locally and nationally. He is considered an expert in the fields of self-improvement, customer service, leadership, communication skills, and as he says, “ways to increase the likelihood of positive outcomes at work … and in life!”
Jerry is also a popular lecturer at Canyon Ranch in Lenox, having presented over 1,800 inspirational, motivational lectures for their guests since 1993. His books, “Attention Late Bloomers: You’re Right On Time!” and “Eternal Cosmic Wisdom at Bargain Basement Prices” are available on Amazon.com.
Raised in Northern New Jersey, he attended Emerson College in Boston, graduating magna cum laude with a degree in mass communications. Jerry lives in Sheffield, with his wife Lynne and their canine companions, Maxwell and Grace.