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. This Dealing with Difficult or Hostile Customers online training 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.
This course was developed by the Canadian Centre for Occupational Health and Safety (CCOHS) in collaboration with IHR Solutions.
Course Learning Objectives
By taking this online Dealing with Difficult or Hostile Customers course, the user will learn 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
Course Outline
This online Dealing with Difficult or Hostile Customers course is made up of the following sections:
- Assessing customers
- Human communication techniques
- Verbal, vocal and non-verbal techniques
- Communication skills
- Building rapport
- Coping techniques
Course Audience
This Dealing with Difficult or Hostile Customers online training course was designed for workers who deal with members of the public on a regular basis.
If you have any concerns as to whether this course is appropriate for you or your industry, please browse our full selection of online courses.
