Dealing with difficult and aggressive customers
About this training
More and more often, staff members are confronted with verbal aggression or transgressing behaviour. Aggression at the workplace may either be caused internally by colleagues or by external persons not belonging to the company: clients, visitors, suppliers, ...
Aggression is a very strong emotion, affecting both yourself and your interlocutor. When dealing with aggressive persons, the way how you communicate is essential. By using the right communication techniques, you will be able to put the counterparty at ease and to defuse the situation in order to prevent any further escalation.
Program
During the interactive and practice-oriented course "Dealing with Verbal Aggression", the following themes are addressed:
- How does verbal aggression originate?
- Which factors lower the threshold and which factors enhance stress?
- Self-protection: manage your own safety
- How to prevent verbal aggression through an active approach
- Dealing with verbal aggression, both individually and in group
- Techniques for dealing with aggression in an effective way
- Practical exercises with feedback
Target group
This training course is aimed at any employee or staff member who has to deal with potential conflict situations during the execution of their job. More specifically: customer service staff, service staff, sales employees and anyone who is directly in contact with clients or external partners.
Approach
Concrete and recognizable situations are simulated by means of a role playing game, for the purpose of handling the difficult situation and to get to a workable and positive approach. This way, the methods taught during the training are immediately put into practice. You return how with ready-to-use techniques for dealing with any form of verbal aggression or transgressing behaviour.
Trainers
Results
This training course will give you a deeper insight into the behaviour of 'difficult' or aggressive persons. Furthermore, you will also learn to anticipate to any such verbally aggressive behaviour, enabling you to remain in control of the situation.
