Dealing with Difficult Customers

• Defining Aggression
• Acceptable and unacceptable levels of behaviour
• Causes of aggression
• Understanding our own behaviour and its effect on others
• Verbal and non-verbal indicators of aggression
• Ethnic, cultural and gender differences
• Developing an assertive communication style
• Defusion techniques
• Assessing risk – policies and procedures

This course is highly practical and participative; we use video case studies together with participants’ own examples.

The intended result of this course is to enable participants to manage face-to-face customer aggression at work. Delegates will be able to define acceptable and unacceptable levels of behaviour and develop an awareness of verbal and non-verbal indicators of aggression, comprehending ethnic, cultural and gender differences. They will also develop an assertive framework for dealing with aggression and have the chance to practise defusion skills and techniques to build confidence and reduce stress in difficult situations. During the course delegates will be required to draw up an action plan to create policies and procedures to identify and reduce risk.

Timed and Adapted to suit you

Traditionally training companies schedule courses to suit themselves, here our attitude is somewhat different. Subject to availability you can use any of the following options.

* 1-2-1 Coaching
* Attendance on an open course
* Closed company course
* Training at your site/venue

Open course guarantee

We guarantee that once we have your confirmed booking, the course will not be cancelled due to lack of numbers.