This course is designed to provide front-line staff with an understanding of the stresses and pressures that exists when dealing with customers who can be difficult, volatile or even hostile. The course will provide a broad skill set to cope with these situations, and practical communication and coping skills to enhance personnel performance levels. Videos used in this course are based on actual events. The course was developed by the Canadian Centre for Occupational Health and Safety (CCOHS) in collaboration with IHR Solutions.
