Client Communications

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?

• How do you ask them to stop breaking a policy without further agitating them?

• 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. Mental health episodes and impairment add an additional level of unpredictability and potential risk to the situation. 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 the safety of staff, other clients or assets. So, how do you de-escalate the situation and come to a resolution if they’re starting to be or are already escalated? 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.