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Tools for Serving Clients from Diverse Populations and in Difficult Situations

Corporate
Digital Skills

Business Management and Finance

Duration

30h

PRESENTATION

In all of the work environments, especially among those who are in direct contact with the public, situations may arise difficult or contentious which can cause stress and anxiety in the people who have to deal with them. Providing care to clients from diverse populations and in difficult situations requires adequate understanding of social skills, as well as the techniques for serving the public. With this training program in Tools for Serving Clients from Diverse Populations and in Difficult Situations you will be able to acquire the basic knowledge and communication skills that make it possible to address difficult situations in customer service and working with diverse populations, using case studies that recreate similar situations.

Objectives

  • Acquire the basic knowledge and communication skills that enable staff to handle challenging situations when serving users and diverse populations.

  • Understanding the basics of the active listening.

  • Identify the techniques for emotional self-control.

  • Learn about the characteristics of the nonverbal cues.

Syllabus

TEACHING UNIT 1. BASIC COMMUNICATION

  1. Basics of Active Listening
  2. Nonverbal Communication
  3. Basic Concepts in Communication
  4. The Concept of Assertiveness
  5. Profile of an Assertive Professional
  6. Definition of empathy
  7. Requirements for Using Empathy in a Communication Process
  8. Communication errors or breakdowns that lead to a difficult situation

TEACHING UNIT 2. TOOLS AND RESOURCES FOR IMPROVING THE QUALITY OF CARE FOR USERS FROM DIVERSE POPULATIONS

  1. Information and Resources for Serving a Diverse Population
  2. Stereotypes and Prejudices in Providing Care to Culturally Diverse Populations
  3. The Role of Professionals: Intercultural Competence and Communication Skills for Working with Migrant Populations
  4. Translation, Mediation, and Conflict Resolution

TEACHING UNIT 3. BEST PRACTICES FOR HANDLING DIFFICULT SITUATIONS WITH OTHERS

  1. Challenging Situations in Patient Care, in Clinical and Non-Clinical Settings
  2. Methodology for Coping with Difficult Situations
  3. Skills Needed to Cope with Difficult Situations
  4. The Basics of How Emotions Work
  5. Theoretical Aspects of Emotional Self-Control
  6. Emotional Self-Control Techniques
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Are the Educa PHAROS courses eligible for credit?

Many courses can be credited toward the master's programs at Structuralia.
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Facts about our area

+ 1.483

Hours

+88.999

Minutes

264

Courses

Educa PHAROS is a next-generation training model that places a company’s human capital at the forefront. Through a platform that adapts to each company’s corporate identity and offers a total of more than 900 courses, it provides tailored training for each organization. The unlimited flat-rate plan provides each company with the number of courses that best suits its needs, as well as the ability to determine which employees will have access.
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