Workshop Overview

This program provides participants with an overview of the stress and pressures that arise when dealing with aggression in customers. 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.

Learning Objectives

• Recognize hostile situations, and customer or client issues.
• Enhance self awareness and recognize one’s personal triggers.
• 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.

Accredited By: The Ontario Ministry of Children, Community and Social Services, and First Nations Wellness/Addictions Counsellor Certification Board.