In Partnership with:

Course Summary

 

More customers and clients are stressed by today’s economic and social pressures, not to mention the implications of the global pandemic. This anxiousness can show itself in aggressive, hostile or rude behaviour toward LDC staff, including those in customer service, front-line work and general administration. This course looks at the main causes of customer stress and provides strategies for dealing with exceptionally poor customer behaviour. We will explore how to use language, listening and questioning skills to maintain control of conversations and reduce the stress involved in dealing with difficult people.  This interactive and engaging course is ideal for anyone who regularly encounters customers and clients.

$675

Early Bird Price $625

+ HST

Includes materials, assessment tools, breakfast, lunch, and  refreshment breaks.

Course Outline

The following topics will be covered:

  • Working successfully with other people begins by knowing yourself and  understanding where you shine - and struggle - when interacting with others
  • The many external factors driving behaviour today
  • How to read signals about what is driving a specific reaction and how to respond appropriately
  • The Behaviour Iceberg and how it influences conversations
  • The power of Four Simple Words
  • The difference between aggressive and assertive behavour
  • How to recognize and close perception  gaps
  • How to use listening and questioning skills to diffuse difficult situations
  • The key principles of "neutral language"
  • Tips for working more collaboratively with others

Who Should Attend?

Anyone who works directly with customers and clients, including Supervisors and Managers.

This course qualifies for 6.5 hours of CPD with HRPA upon successful completion.

Course Dates & Registration Detail

February 7, 2024
8:30 a.m.-2:30 p.m.

Course starts at 8:30 AM and ends at 2:30 PM. Voucher for a complementary Breakfast will be available commencing at 7:30 AM daily.  Please see the hotel Banquet Representative when you arrive.

Early Bird pricing in effect up to 4 weeks in advance of the session date.

Full refund less a service fee of 20% of registration fee (plus 13% HST) will be made on cancellations received in writing ten working days prior to the course dates, after which no refunds will be made. Substitution of registrants from the same company may be made up to the course date. The MEARIE Group reserves the right to postpone or cancel any activity in the event of low enrollment. If this occurs, a full refund will be provided or we can transfer the fee to the next scheduled class.

Coordinators:

MEARIE Training Department - training@mearie.ca

Address:

Novotel Vaughan, 200 Bass Pro Mills Drive, Vaughan, ON L4K 09B