Dealing with Difficult or Hostile Customers CCOHS



Dealing with the general public on a daily basis normally involves minimum stress. However, there may be times when customer or client concerns escalate into a stressful or potentially explosive situation, for both the staff and the customer.

This course provides workers with an overview of the stresses and pressures that exist when dealing with customers who are volatile and/or hostile. Participants will develop a broad skill set to cope with these situations and will also learn practical communication and coping techniques to handle the situation and enhance personal performance.

Video clips are included to illustrate key concepts, while quizzes throughout help to measure and encourage learning.

Note that the course does not cover robbery or physical assault. These topics are addressed in the Dealing with Robbery e-course.

Topics include:

  • Assessing customers
  • Human communication techniques
  • Verbal, vocal and non-verbal techniques
  • Communication skills
  • Building rapport
  • Coping techniques

Upon completion of the course you will be able to:

  • Recognize hostile situations, and customer or client issues
  • Use communication zones
  • Understand rapport building techniques and the role of positive communication
  • Control your own communications and stress responses to hostile customers and clients

Average time to complete this course is approximately 1 hour.

Target Audience

This course is recommended for workers who deal with members of the public on a regular basis. Managers and supervisors, as well as other workers who may encounter similar situations, even within the workplace, will also benefit from this course.



Delivery Method

This course is delivered as an on-line e-learning course. All you need is a computer, access to the Internet – and you are ready to go! This e-learning course is designed to help you learn at your own pace and in your own environment at your own convenience