Sometimes people react to difficult situations by being aggressive. Ideally, no-one should face aggression or violence in the workplace, but in reality, many people do. So, how do you deal with it? What’s the best approach?
This programme will teach learners how to deal with aggression, both face to face and on the telephone. It will help your staff to be able to spot danger signs and to take a planned and practised approach to volatile situations. Most importantly you will learn how to manage difficult situations calmly and professionally by using a range of effective and creative techniques.
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
Please Note: Each delegate will receive the full recording of the virtual session along with the course materials.