Pre-recorded webinar series:
Part 2: Emotional CPR for CRPs: Navigating Co-Anxiety, when your customer reminds you of you (Part 2 of 2)
CRPs navigating the provision of services during a global pandemic need tools to assess and address their customers emotional responses. Research indicates individuals experiencing major life transitions and living in a quarantined state can be a trigger for increased levels of anxiety beyond the specific period of isolation. Understanding how to leverage appropriate self-disclosure surrounding shared emotional experiences can positively impact the customer-provider relationship and desired outcomes.
The interaction of transference and counter transference can complicate and derail the working relationship. Learning creative ways of drawing out your customer’s emotional experience, their warning signs, emotional barriers, and guiding them in how to create an effective emotional health action plan is key to your collective success.
This session will serve to assist the CRP in how to develop strategies for self-disclosure and how tot utlize collaboration to build out the customer's emotionally healthy action plan.
Upon completion of this webinar, participants will be able to:
- Understand the difference between transference and counter transference and the impact on the working relationship.
- Learn how to effectively self-disclose emotions to build rapport.
- Identify components of emotionally healthy action plans and strategies to implement them.