Retail workers, receptionists, hospital unit clerks, customer service professionals, and others that interact with the public on a frequent basis often experience conflict in various forms from verbal attacks to violent, physical altercations. Their safety and security are a top priority, yet few are equipped with the proper tools and techniques to safely de-fuse these incidents. Mandatory mask requirements due to the COVID-19 pandemic have heightened the importance of this topic, unfortunately, as some customers refuse to comply with these policies.

In this short and practical online course, presented by Vancouver Island University, participants will be introduced to a simple yet effective model for de-escalating conflicts in the workplace with angry customers and clients.

Tuition: $150 + GST
Course Code: MSCD 002, Section Code: I21N01
Delivery: Live online delivery

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