Promoting Person-Centred Services

Customer Care/Exceptional Customer Service Training for Front Line Staff in Health Care Settings

This 3 hour training event will encourage participants to identify and implement effective strategies for delivering confident customer care. The course will be interactive throughout offering participants the opportunity to reflect and learn from their own personal experiences.

We will explore ways of enabling people to manage difficult emotions and behaviours which may provoke anxiety in others.

We will identify different stages of emotional arousal and consider what might be the most appropriate ways of providing support at different stages of a behavioural crisis.

We will encourage participants to develop a shared and consistent approach to customer care in order to ensure their own safety and balance a sensitive and compassionate approach to meeting the needs of individuals with confident and assertive professional practice.


  • To develop personal confidence and effective interpersonal communication skills
  • To recognise factors affecting the behaviour of distressed individuals
  • To develop effective strategies for dealing with difficult situations
  • To understand procedures for sharing and reporting concerns and maintaining personal safety and dignity

Learning Outcomes

  • To recognise the importance of understanding and responding to non-verbal communication
  • To recognise that we all need coping strategies to help us manage stress
  • To understand the reasons why individuals sometimes present behaviours that others may find challenging
  • To develop effective proactive and reactive strategies for responding to emotional arousal
  • To understand the concept of diffusion and redirection
  • To identify positive/supportive interventions at different stages of a crisis
  • To identify shared strategies for supporting each other and customers


  • Domestics, Groundrules, Aims, Objectives
  • Meeting people from ‘where they’re coming from’
  • Affirming the dignity of the customer
  • Maintaining professional boundaries
  • Courtesy and assertiveness
  • Dealing with ‘Challenging Behaviours’ arising from distress
  • Coping strategies (proactive and reactive)
  • Interactional styles and their likely consequences
  • The effects of labelling
  • Five stages of emotional arousal
  • Re-direction and de-fusion
  • Effective interpersonal communication

Feedback from participants

‘Enjoyed course very much – very practical and at right level’

‘Very good. Nicely presented’

‘Excellent course’

‘Very well organised’

‘Relaxed atmosphere, very knowledgeable, enjoyed course’

For further information please contact: 

Tina Thordal – 07815 064710 or e-mail 

Bill Horrocks – 07929 035297 or e-mail