Safety Talk Series – Navigating Challenging Interactions

Overview

Interacting with customers and providing great service is a critical part of front-line roles in the tourism and hospitality industry. Interactions are often positive but there can also be times when a front-line employee is faced with a challenging or confrontational situation.

Safety Talk Outline:

1. Introduce why it’s important to talk about navigating challenging interactions
2. Discuss verbal & non-verbal communication skills and how to end challenging interactions
3. Spark conversation through the prompts

Additional Resources:

• CCOHS: Violence and Harassment in the Workplace – Dealing with Negative Interactions
• WorkSafeBC Bullying and Harassment Resource Toolkit