Provides overview of stresses and pressures when dealing with customers who are volatile or hostile.
Dealing with the general public on a daily basis normally involves minimum stress. However, there may be times when customer or client concerns escalate into a stressful or potentially explosive situation, for both the staff and the customer.
Learn how to use verbal, vocal and non-verbal techniques to diffuse stressful situations when dealing with difficult customers.
This course provides workers with an overview of the stresses and pressures that exist when dealing with customers who are volatile and/or hostile. Participants will develop a broad skill set to cope with these situations and will also learn practical communication and coping techniques to handle the situation and enhance personal performance.
Video clips are included to illustrate key concepts, while quizzes throughout help to measure and encourage learning. Note that the course does not cover robbery or physical assault. These topics are addressed in the Dealing with Robbery e-course.
Average time to complete this course is approximately one hour.
This course is recommended for workers who deal with members of the public on a regular basis. Managers and supervisors, as well as other workers who may encounter similar situations, even within the workplace, will also benefit from this course.
This course is delivered as an on-line e-learning course. All you need is a computer, access to the Internet - and you are ready to go! This e-learning course is designed to help you learn at your own pace and in your own environment at your own convenience.
Also available in French.
Content for this course was developed by the Canadian Centre for Occupational Health and Safety (CCOHS), and reviewed by labour, employer and government representatives to ensure a balanced perspective.
The cost is based on the total number of seats purchased. Multi-seat pricing is based on the single user seat price with the following volume discounts applied:
|100 - 999
|1000 - 1999
This course is also available in French
Item Number: EHOSTIL-P2407EN