Disponible en français
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.
- Assessing customers
- Human communication techniques
- Verbal, vocal and non-verbal techniques
- Communication skills
- Building rapport
- Coping techniques
Upon completion of this course you will be able to
- Recognize hostile situations, and customer or client issues
- Use communication zones
- Understand rapport building techniques and the role of positive communication
- Control your own communications and stress responses to hostile customers and clients
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.
During checkout, you can choose to register as a single learner or select a multiple learner license. With a multiple learner license you will act as an administrator and add learners from your company. See the tabs above for additional information.
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.