Course Summary

Customers and clients today are under increasing economic and social pressure, which can result in aggressive, hostile, or rude behaviour toward staff. This course examines the root causes of customer stress and provides practical strategies for responding effectively to challenging interactions.

Participants will learn how to use language, listening, and questioning techniques to maintain control of conversations, reduce tension, and manage difficult behaviour with professionalism. This interactive course is ideal for anyone who regularly works with customers or clients.

• Format: In-person
• Course Fee: $795 + HST
• Early Bird: $695 + HST
• Credits: 6.5 CPD hours with HRPA
• Includes: Materials, assessment tools, breakfast, lunch, and refreshment breaks

The following topics will be covered:

• Understanding personal strengths and challenges when interacting with others
• External factors influencing customer behaviour today
• How to read behavioural signals and respond appropriately
• The Behaviour Iceberg and its impact on conversations
• The power of four simple words in de-escalating situations
• The difference between aggressive and assertive behaviour
• Recognizing and closing perception gaps
• Using listening and questioning skills to diffuse difficult situations
• Key principles of neutral language
• Practical tips for working more collaboratively with others

This course is designed for anyone who works directly with customers and clients.

It is particularly beneficial for front-line staff, customer service representatives, and Supervisors or Managers who regularly manage challenging customer interactions.

Course Date: February 5, 2026
Time: 8:30 AM – 4:30 PM
Breakfast: Complimentary breakfast available starting at 7:30 AM (voucher provided upon arrival)

Early Bird pricing is available up to four (4) weeks prior to the session date.

Cancellations received in writing ten (10) working days prior to the course date will receive a full refund, less a 20% service fee (plus 13% HST). No refunds will be issued after this period.

Substitution of registrants from the same company may be made up to the course date.

The MEARIE Group reserves the right to postpone or cancel any course due to low enrollment. In such cases, participants will receive a full refund or may transfer their registration to a future session.

Coordinator:
MEARIE Training Department
training@mearie.ca

Location:
Novotel Vaughan
200 Bass Pro Mills Drive
Vaughan, ON L4K 0B9

Parking at the Novotel Toronto Vaughan Centre Hotel is complimentary. Accommodation is the responsibility of the individual registrant and is not included in the course fee.

To book accommodations, contact the Novotel Toronto Vaughan Centre directly at 905.660.0212 or email reservations@novotelvaughan.com. Please mention you are with The MEARIE Group to receive the preferred corporate rate.