Skills for handling difficult or hostile customer situations

Hamilton, ON (January 26, 2011) – Dealing with the general public on a daily basis can be stress-free; however, there are times when an ordinary workday can escalate into something complex and even dangerous. The Canadian Centre for Occupational Health and Safety (CCOHS) has partnered with iHR Solutions, a national leader in helping companies manage human risk, to create and develop online e-courses to help companies and people deal with the difficulties and issues when human interactions go wrong, including hostile and difficult customers, robbery and hostage situations.

Dealing with Difficult or Hostile Customers provides a broad skill set to cope with these situations, as well as practical communication and coping skills to enhance staff performance levels. Its intent is to enable employees to use a calm manner and rapport building techniques in order to resolve problems and create a successful solution.

Dealing with Robbery provides managers and their staff with mental and practical skills to successfully deal with a robbery. It is intended to help employees identify different types of robberies and provide them with skills that will allow them to successfully deal with the different variants.

Dealing with a Hostage Situation provides management skills for when a robbery goes awry, providing the knowledge and practical skills to deal with a short-term hostage event. The course is intended to look at the possible background to such an event, the psychological pressures on all concerned, the key requirements and skills of rapport building and the resolution of such an incident.

CCOHS courses are unique in that they are reviewed by expert representatives from labour, employers and government to ensure the content and approach are unbiased and credible. All CCOHS e-learning courses are available in English and French.

For more information on any of these e-learning courses, please visit the CCOHS website.







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