I thoroughly enjoyed this workshop. I gained a lot of valuable insight as to how to deal with difficult people and situations and the methods and techniques presented. The structure of the workshop was very well set-up, the first day being theory, the second day being practice. I appreciated the role playing. It really helped me get a grasp of a lot of the key concepts and having someone there to respond, shadowing reality. It brought concepts closer to home.

Grace Poon, The Guarantee Company of North America, North York, ON, Canada