At times, interactions and conversations with customers, whether internal or external, can become hostile. These challenging conversations can quickly escalate if we don’t learn techniques to stay engaged and communicate directly. With training and practice, we can hone our communication techniques and use these crucial skills to navigate the challenging process of having an emotionally charged discussion. With the right tools, the process becomes manageable, effective, and successful.
Join us for this highly interactive and engaging workshop where attendees will break into groups and strategize together. Registration is free for WCRP members. Non-members are not admitted.
Check with your direct supervisor for prior approval before signing up for this training.
Learning Objectives:
- Understanding the biological basics of our stress and emotional responses.
- Learning techniques to help defuse hostile situations.
- The rules of the 'hostility game' and tactics for defeating it.
- The basics of communication (e.g., active listening, body language and non-verbal influences, etc.)
- Conversation scripts and outlines that help guide you through the process of emotionally charged interaction.
Virtual via Zoom; details on how to join the virtual event will be provided within the reminder emails to only those who register. This event will not be recorded, and recording is not permitted.
Registration closes at the end of the day on Thursday, March 6, 2025.
- Certificates of attendance are only issued to those who register and attend the event.
- Registration is required. Don't wait to sign up for this great training opportunity.