Media
Client Description: Media
Service Delivered: Pilot Training Workshop
Summary of Process: Client identified a need for specialized training to assist employees with customer contact deal with at times aggressive, difficult, hostile and potential violent customers. The need was for effective training that gave attending employees confidence in dealing with such events, and interpersonal skills and awareness of personality psychology to manage these encounters when they occur. Encounters could often occur at unpredictable times and could involve abuse and/or personal threats.
Outcome for Client: A customized training program was designed and delivered for the client in a workshop format. Attending employees commented favourably as to the usefulness of the content and the useful tips and strategies. Additional comments noted the benefit of interacting with other employees during the workshop from other departments, learning from their experiences, and understanding that the risks of dealing with dangerous people was not confined to just their immediate experience with the company. The company responded favourably to the training and continued periodically as a practical way to meet their health and safety obligations in this area.
Leave a comment