adapt learning

application development & people training

Dealing with Difficult Customers

Duration 1 day

This one-day course has been designed for those who may have to deal with face-to-face aggressive or violent behaviour as part of their job, especially for those working in customer relations and complaints, and for all public service providers, e.g. Social workers, Librarians and teachers. 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.

Course Content

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