Course Details
IMPORTANT NOTE: This course is available exclusively through contract delivery to organizations and community groups.
For more information, please contact csjcustomized@jibc.ca.
To view a full list of Centre for Conflict Resolution general enrollment courses, click here.
Dealing with people engaging in hostile behaviour requires emotional energy. It frequently causes increased stress in the workplace, especially when it is an ongoing aspect of your job. This can be particularly challenging when it is over the phone. Through engaging activities including role-plays and small group discussions, you will gain knowledge about factors that escalate hostility and acquire effective responses to defusing hostile behaviour verbally. In particular, you will learn about para-verbal communication (e.g. tone, pitch and pacing) which is relevant for phone conversations. Constructively managing hostility helps you to stay composed and preserve relationships at work and beyond.
For more information, please contact csjcustomized@jibc.ca.
To view a full list of Centre for Conflict Resolution general enrollment courses, click here.
Dealing with people engaging in hostile behaviour requires emotional energy. It frequently causes increased stress in the workplace, especially when it is an ongoing aspect of your job. This can be particularly challenging when it is over the phone. Through engaging activities including role-plays and small group discussions, you will gain knowledge about factors that escalate hostility and acquire effective responses to defusing hostile behaviour verbally. In particular, you will learn about para-verbal communication (e.g. tone, pitch and pacing) which is relevant for phone conversations. Constructively managing hostility helps you to stay composed and preserve relationships at work and beyond.
- None
Prerequisites
Course Offerings
No sections are currently scheduled for this course