1-day in-class training can be delivered in 3 online sessions.

Module 1: Introduction to caring communication

• View video dramatizations to illustrate the significance of quality care
• Analyze personal performance with clients and co-workers
• Understand how customers and co-workers perceive our attitudes
• Conduct an inventory of attitudes and practices from the participants’ perspective
• Develop familiarity with caring and uncaring communication in daily interactions
• Examine our need for caring communication

Module 2: Practice the right approach and techniques

• Test grasp of caring and uncaring communication
• Identify the forms of uncaring communication and understand its consequences
• Recognize the importance of good and self-care as a requirement of providing quality care
• Practice the how-to approach to utilizing caring communication with everyone
• Demonstrate appropriate phone techniques
• Develop suitable internet communication techniques
• Master the art of attentive listening
• Learn how to ask good questions

Module 3: Handling problems and complaints

• Understand the significance of individual performance to our personal success and the success of the organization
• Review how continual learning benefits customers and co-workers
• Know when to make promises and the importance of keeping promises
• Know how to effectively and efficiently handle problems and complaints
• Overcome the barriers to providing caring communication