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Course Description

This training reviews principles and strategies to manage client interactions and expectations effectively.  By the end of this training, participants will be able to: (1) Use trauma-informed principles when interacting with clients; (2) Identify the intensity of anger by using the hostility curve; (3) Employ proactive strategies when diffusing anger; (4) Differentiate between "I" statements and other statements; (5) Identify types of challenging customers; (6) Apply communication strategies when interacting with a challenging client; (7) Compare and contrast appropriate and inappropriate strategies for meeting the needs of a challenging client; and (8) Identify resources available to the client. Training will be measured through participation in a self-assessment.
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Thank you for your interest in this course. Unfortunately, the course you have selected is currently not open for enrollment. Please complete a Course Inquiry so that we may promptly notify you when enrollment opens. To inquire about registering for this program please contact the Non-Credit Registration Office at 814-867-4973 or  nc_reg_office@outreach.psu.edu

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