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Dealing with Aggressive/Abusive Behaviour


  • Introductions & Course Objectives
  • Communications – Verbal & Non Verbal
  • Body Language
  • Receiving and Active Listening
  • Communication Styles
  • The Importance of Empathy
  • Assertiveness Skills
  • Standing up for your rights in a way that you do not violate another person’s rights
  • Passivity / Aggression / Behaving Assertively / Anger
  • Feelings & Emotions
  • Anger & the Challenge
  • Dealing with Personal  Anger
  • Dealing with Another’s Anger
  • Conflict Management
  • Responses to Conflict
  • Practical Tips and Language for De-Escalation
  • Q&A
  • Conclude & Follow Up Process

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.

Product Description

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

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.

Awarding Body: Optima Training & Consulting Ltd

National Framework of Qualifications Level: N/a

Certification: Optima Training & Consulting Ltd Certificate of Completion

Renewal: N/a

Entry Requirements:
Minimum age- 18 years old

Minimum English requirements: Leaners must be able to understand and convey the concepts contained in the programme content.

Assessment Details: Class Interaction

Cost Per Person:
The fee is inclusive of all training courseware materials, certificate of completion and 3 months after training support.

Progression Opportunities: Please see related courses

Protection for Enrolled Students: N/A

Should a course not proceed, any payment received will be refunded within 48 hours