The programme takes a proactive, practical approach to reducing the risk of aggressive or violent situations and improving the safety of all staff.
- Building rapport - Creating a productive relationship
- Verbal & Non-verbal behaviour to help defuse aggression
- Do's and Don'ts
- Active Listening skills - The 10 Principles of Listening
- Being assertive - Techniques to build self-esteem and confidence
- Negotiation Skills - 5 Basic principles of negotiation
- How to motivate others towards a win/win outcome
- Trusting your instincts - The importance of personal safety
- When safety becomes an issue
- Follow up procedure - debriefing management; sharing information with colleagues
- Behaviour - what causes customers to be demanding or difficult
- Engaging the ‘professional brain' instead of the emotional, reactive brain
- Unwelcome News - What to say when you can't deliver what the client wants
- Handling criticism
- Responding and resolving complaints - prioritise; escalate; communicate
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