Effective Communication
“We need to be aware of effective communication in the work place”
When working behind a counter or reception with any client and/or customer, who potentially may have challenging behaviour, it is essential to have good communication skills by all staff including managers.
The aims of the course are:
- How to deal with offensive people
- How to diffuse conflict
- To identify and implement best practices for dealing with people
- To identify behaviours that hinder or help
- To identify ways of dealing with difficult people
Course Content:
- Attitudes and the behaviour cycle
- Body posture
- De-Escalation Techniques
- Facial expressions
- Non-verbal communication
- Space awareness
- Stress — cause and effect
- Violence escalation spiral
To book a place on a course or for more information please contact us.