Why Handling Difficult People & Complaint Handling Matters
In today’s customer-centric environment, the ability to manage conflict and address grievances effectively is vital. Strong complaint-handling skills help you maintain trust, preserve relationships and turn difficult encounters into positive outcomes—protecting your organisation’s reputation and boosting stakeholder satisfaction.
What's Covered on this Course?
This hands-on one-day workshop equips professionals with the practical know-how to manage difficult interactions and streamline complaint processes.
Participants will:
- Identify different difficult behaviour types and their underlying causes
- Apply active listening and empathy techniques to defuse tension
- Implement a structured complaint-handling framework for consistent resolution
Communication & De-Escalation Techniques
Through guided exercises, you’ll learn to use assertive language, set boundaries and maintain professionalism under pressure. Discover best practice for phrasing, tone and non-verbal cues to calm conflicts and secure positive outcomes.
Strengthen Skills with Complaint Management Frameworks
Dive into interactive demos and role-play scenarios to explore your organisation’s complaint protocols and follow-up procedures.
- Gather information, acknowledge concerns and propose solutions
- Employ apology and negotiation techniques tailored to different stakeholder needs
- Leverage feedback and reflection practices to improve future interactions
Master Handling Difficult People & Complaint Handling
Join us to refine your conflict-resolution expertise—empowering you to manage challenging behaviours, resolve complaints effectively and foster a more positive, resilient environment.
Your Comprehensive Course Pack
Inside this pack, you'll find step-by-step guidance and practical materials, including:
- Step-by-Step Workbook & Process Guide
- Complaint-Handling Framework Sheet
- Role-Play Scenarios & Script Templates
- Empathy & De-Escalation Reference Cards
Meet Your Trainer
Olivia is an Expert Trainer
Olivia has guided hundreds of professionals to confidently manage challenging interactions and resolve complaints with tact and clarity.
She’s passionate about delivering dynamic, hands-on workshops that turn theory into practical skills you can use immediately.
Your Certification
This Certificate Proves Your Expertise
Complete the Handling Difficult People & Complaint Handling course to receive your DCM certificate, confirming your mastery of techniques.
Displaying this credential highlights your commitment to exceptional service and continuous professional development.
Interactive Training
Applied Learning Workshop
In a dynamic, live workshop setting, you’ll apply de-escalation strategies and structured complaint frameworks to realistic scenarios with hands-on guidance.
Collaborate with peers on practical exercises and receive immediate feedback to build confidence and competence.
