This course is ideal for employees, supervisors and team members who communicate regularly with customers, clients, colleagues or the public. It is especially valuable for anyone who wants to strengthen their everyday communication skills, respond more confidently under pressure and create more positive, productive interactions.
PERS CE07 - Clear, Calm, Confident: Communication That Works
Clear communication can make everyday workplace interactions easier, more respectful and more productive, especially when emotions are running high.
This interactive half-day course introduces practical strategies for communicating with customers and colleagues in a calm, clear and confident manner. Participants will explore how emotions, assumptions, tone and body language influence interaction and practice techniques for listening, reducing tension and responding professionally.
By the end of this course, participants will be able to:
- Recognize personal triggers and manage their reactions during challenging interactions.
- Identify verbal and non-verbal signs that an interaction may be escalating.
- Apply active listening and questioning techniques to better understand concerns.
- Use clear, respectful language to acknowledge concerns and reduce tension.
- Recognize how assumptions, tone and body language can contribute to misunderstandings.
- Reframe unproductive language and communicate with positive intent.
- Respond to common workplace and customer service situations with greater calm and confidence.
- Identify practical next steps for moving an interaction toward resolution.
NON-CREDIT COURSE REFUND POLICY
Withdrawal 7 days prior to course start time: Full Refund
Withdrawal after 7 days: No Refund
Please refer to the Tuition Refund policy.
This policy applies to all students taking credit courses at Yukon University and all noncredit students taking courses through the Continuing Studies division with Yukon University.
This course has no upcoming sessions scheduled