Continuing Professional Development Scheme

Effective Communication Skills To Handle Demanding Customers

Course code


Activity Category Other Knowledge and Skills Conducive to Raising the Standards of Estate Agency Practitioners


Ms. Gloria Leung (Counselling Psychologist)

Seminar highlights
  • Introduce the general psychological characteristics of demanding customers

  • Understand the nature of “complaints” and “conflicts”

  • Explore our own personal perceptions on complaints, conflicts and its positive and negative influences on our handling style

  • Learn effective ways, such as effective communication, interpersonal and emotional management skills, and its applications in daily life customer services

  • Understand ways of building “positive relationships” with customers

Learning Outcome  Upon completion of the seminar, licensees will be able to have better understanding of the various behavioural styles of different types of demanding customers and make use of communication skills effectively in their daily practice to strengthen their relationship with customers.
 Level Basic
Target All licensees

Details and registration:

CPD Points

2 (Non-core)


29 July 2015 (Wednesday)




Multi-Purpsoe Room, Estate Agents Authority
48/F Hopewell Centre, 183 Queen's Road East,
Wanchai, Hong Kong (Location see here)
Medium of Instruction English
Course Material English
Fee Free admission
Eligibility Licensed estate agents and salespersons

Registration method

Registration Ended

Seat assignment Seats will be assigned on a first come, first served basis.


2111 2777 (Continuing Professional Development Scheme)

Important Note ***

1.          EAA CPD activities are provided for holders of valid licence only.  Please make sure that your licence is still valid on the date of the activity; otherwise, the seat assigned to you will be cancelled.  (Note: Application for the renewal of a licence must be made not more than three months and not less than one month before the expiry of the licence.

2.          Licensees who are assigned a seat will receive a written confirmation from the EAA by fax / by e-mail (the e-mail address which a licensee registered with the EAA) several days prior to the date of the seminar. (Licensee can update his/her e-mail address or other contact information via the EAA’s on-line E-Services. For details, please refer to the EAA website.)
No separate notice will be given to unsuccessful registrants.

3.          Please refer to Sections 5, 7 and 9 of the CPD Guidelines on the CPD Attainment target for the award of Certificate of Attainment and CPD Attainment Symbol and the relevant limitations applied in calculating CPD points.

4.          Notes to Participants please click here.


Bad weather arrangement for CPD activities organized by the EAA

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