Our aim is that each learner will gain the skill set required when dealing with aggressive customers to apply to their job.
- Communication & trust with clients
- Understanding different personality types
- Improve negotiating outcomes
- 6 Step Plan
- Master Strategy: T.A.L.K.
- Methods to control situations
- Hot phrases to avoid
- Solutions that can be delivered
- Recognise aggressive behaviour
- Defuse aggression
- What not to do
- Follow up procedure
- Coping with aggression after the event
Please Note: Each delegate will leave the course with an action plan for the workplace