Client Communications
Course Contents
About the Course
Register for the Course
Client Communications
Addressing violations while preserving client relations
Words can get you fired, sued, or hurt. This may seem like a bold statement but our communication is directly related to our success and our personal safety, so learning how to communicate effectively in challenging situations is vital.
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How do you say "no" to a client without escalating them?
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How do you ask them to stop breaking a policy without further agitating them?
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How do you get their cooperation while maintaining a good relationship with them?
In this day and age, it doesn't take much for the average person to get escalated. The world has less and less patience, and demands more and more from your organization. But sometimes you can't give them what they want because it breaks a corporate policy. Or perhaps they have broken a corporate policy, bylaw or law, and you need to have a conversation with them to change their behaviour, especially if it's jeopardizing staff, other clients or assets. So, how do you get their cooperation without further escalating them? This course covers exactly how to handle these scenarios tactfully, in a way that encourages good relationships and ensures a satisfied guest experience, to keep them coming back to your organization.
This course has been proven to reduce the number of incidents
that end up escalating out of control
while keeping patrons satisfied with their guest experience.
"I have figured out how today was so different from every other training session on difficult customers. Having someone watch how you handle situations and inadvertently escalate is an invaluable tool. For the first time I feel that I can enter a negative situation with a framework and tools to get what I need from customers with minimal pushback. There is such a difference between theory and practice and this was the perfect balance. This is what our staff have been asking for. Thank you."
- Rebecca W.
Course Contents
This program been specially designed to equip those working in a customer-facing role to understand the mindset, physical positioning, and communication framework to have a kind but firm conversation to get buy-in and cooperation from your client. It begins with recognizing your current skill level, understanding our own triggers and how to self-regulate. It touches on the basics of situational awareness to recognize and address agitated behaviour as early as possible, as well as basic self-defence concepts to stay physically safe. Build confidence by role-playing with real scenarios and immersion-based learning.
This courses teaches:
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Self-awareness of current communication skillsets
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Understanding how stress and fear affects you physically and mentally
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Maintaining self-control under stress and fear
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Customer service mindset and building rapport
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De-escalation techniques
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Understanding and explaining the different types of rules or laws that may be broken at your workplace
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Understanding what you can, can't and are obligated to do in various situations
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Physical positioning with the client
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Recognition of threat indicators
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Escalation factors
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Tools to limit assaultive subject behavior, including basic self-defence
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Framework for addressing the issue to gain the most cooperation
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Incident management from beginning to end of incident
"I thought the course was easily the best de-escalation course I've taken. This has really given us a solid framework and level of understanding that will encourage uniformity in our own standards and approach.
The parts about self-reflection, abandoning your ego, and considering multiple aspects of authority when engaging were excellent. The line used by the instructor of "At what point did I care?" is a great introspective tool that helps to better tackle personal triggers and remove bias.
Breaking things down into violations versus offences, as well as the CPA model, have served to really build confidence and fluidity in response. I've been given a lot of tools to help me continue to train my team in de-escalation. To the team at Tip of Spear, I would like to extend my sincerest appreciation."
- Dylan L.
About the Course
This exclusive Tip of Spear course has been developed from decades of personal experiences from numerous professionals in many different environments such as: healthcare, corrections, corporate, special events, hospitality, in military, peace officer and security roles. This course is unique compared to other communications courses in that it take a holistic view of communication (mental, physical, verbal, paraverbal), and reinforces the concept of gaining cooperation with a customer service and human perspective in mind. This is one of our top-requested courses from our corporate clients and all have seen huge improvements in their staff's ability to deal with difficult clients.
We have several instructors who teach this course. They are current and former peace officers, security staff or customer service experts who have worked in a wide variety of functions and roles over decades.
Exclusive corporate classes are also available by request. Please contact us for more information.
Register
Duration: 16 hours
Tuition: $199 + GST
Certification: Issued by Tip of Spear, valid for 2 years
Register for the waiting list below to be notified when Tip of Spear opens registration for an "open class".
Exclusive corporate classes are also available by request. Please contact us for more information.
