Customer and support service roles inevitably require employees to deal with challenging conversations and behaviours.
Therefore, it is essential for an employee to develop an understanding of the customer’s circumstances, employ strategies to successfully manage conversations, and know how to maintain their own self-care throughout the conversation.
This workshop provides participants with information on how to recognise when a customer or client may be at risk and why they may be emotionally distressed, how to manage highly distressing conversations, and how to monitor their own emotions and maintain self-care.
At TELUS Health, we are dedicated to enhancing organisational wellbeing and performance through our expertly crafted programmes. Our offerings are designed with a deep understanding of current clinical research and the evolving needs of modern workplaces. Here’s how our programmes stand out:
Quality Assured: Developed by our team of highly experienced Organisational Development Consultants and senior psychologists, our programmes are grounded in the latest clinical research and evidence.
Flexible Delivery: We recognise that workplaces are evolving. All programmes can be delivered either face-to-face or online, offering flexibility to suit your needs.
Holistic and Proactive: Addressing all aspects of work and life – mental, physical, social, and financial – our programmes provide a holistic approach to fostering healthy, resilient, and high-performing individuals and teams.
Elevate Performance and Productivity: A happy and healthy workforce is a productive and engaged one. By equipping your people with the skills to proactively manage their health and wellbeing, you enhance the performance of your entire organisation.
To protect participants’ privacy and provide a safe space for sharing, TELUS Health does not allow live recordings. This topic is available as a pre-recorded option for an additional fee.
By the end of this session, participants will be able to: