Course objectives

To enable delegates to manage customer aggression at work, both on the telephone or face to face. 

To increase delegates’ confidence in dealing with aggression by practising diffusion skills and techniques. 

To assess oneself and complete a personal action plan. 

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 

Aggressive versus assertive 

Developing an assertive communication style 

Assessing risk – policies and procedures 

In this workshop participants will be involved in exercises and will also consider how they ‘come across’ to others. They will be encouraged to draw up an action plan for implementation at work. 

Duration

One day or two half-day workshops