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Dealing with Aggressive / Abusive Behaviour

This Dealing with Aggressive/Abusive Behaviour training course is a 1 Day public programme, designed to increase the overall effectiveness of the service to clients by handling difficult communication situations professionally & compassionately by focusing on Customer Care.

Product Code:
LD30
Duration:
1 Day
Times:
09:30-16:00
Cost Includes:
Training course materials and after-training support
Contact Name:
Sinead Landers
Venue:
Limerick
Date:
X €295.00
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Course Content
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Course Contents:

You will learn to build trusting relationships with clients and communicate assertively while also bringing in compassion to our business and being able to handle difficult communication issues professionally.

SECTION 1

  • Communications – Verbal & Non Verbal
  • Receiving and Active Listening
  • Communication Styles & Assertiveness

SECTION 2

  • Feelings & Emotions
  • Anger & the Challenge
  • Other Emotions

SECTION 3

  • Conflict Management

SECTION 4

  • Customer Care & Retaining Clients

SECTION 5

  • Assertiveness Skills
  • Standing up for your rights in a way that you do not violate another persons rights
  • Passivity / Aggression / Behaving Assertively / Anger
  • Dealing with Person Anger
  • Dealing with Another’s Anger
  • Reponses to Conflict
  • Customer Service
  • Customer Complaints
  • Team Work
  • How the Break Works
  • Successful Outcomes
  • Rapport / Pacing

This Dealing with Aggressive / Abusive Behaviour training programme may be of interest to all employees dealing with Customers / Clients on a day to day basis and specifically in roles that may require them to deal with potentially difficult or aggressive behaviour.

Classroom based, instructor lead, practical hands on course.

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