Further Enquiries:
PCE
Level 9, 115 Grenfell Street
The University of Adelaide
SA 5005 Australia
Email

Phone: +61 8 8313 4777
Fax: +61 8 8313 4411

Dealing with Difficult, Angry or Aggressive Customers

Are you ever involved in situations where you have to deal with difficult, angry or aggressive customers? Do you wish that you could handle these situations in a way that is less stressful for all concerned? This course will show you how to use advanced verbal techniques to handle difficult customer situations with confidence and achieve better results with less stress.

The following topics will be covered:

the difference between difficult, angry and hostile/abusive customers

workplace and environmental factors which affect your ability to deal with difficult, angry or aggressive customers

how conflict escalates: the three R’s of conflict

how you currently manage conflict

managing your emotions: staying calm under pressure

demonstrating empathy and understanding through reflective listening

gathering information by using effective questioning

using collaborative language to defuse conflict and improve outcomes

working with customers to solve problems and achieve mutually agreeable outcomes

On completing this course participants will be able to:

understand the range of personal and environmental factors which can lead to customers being difficult, angry or aggressive

identify the workplace factors which affect their ability to deal with these customers

explain how conflict escalates

identify the goals of difficult, angry or aggressive customers and the techniques they may use to achieve those goals

use a range of responses to deal with those techniques

more confidently manage their initial reaction to customers

respond to conflict in ways which will prevent the conflict escalating

use collaborative communication techniques to defuse the conflict and create a positive outcome

Participants Comments

“Relaxed & comfortable style, thorough information presented. Words & sentences to use. The diagrams to follow - step by step.”

“Scenarios - good to role play. Will utilise information within my role at my place of employment.”

“Well structured and delivered with flair and style.”

“The whole course was valuable & informative.”

“I think Gary is an exceptional trainer & would refer other staff & organisations to undergo his training courses.”

Please note: You are welcome to bring current workplace examples related to this topic. If time permits, these may be used
as part of your participation in this course.

This course can also be customised to your organisation’s needs as part of our tailored training service. [read more]

Notes Participants are provided with course notes and Certificates of Completion.
Lunch Refreshments Lunch, morning and afternoon tea is provided for full day courses.

Discounts: You may be eligible for a discount on the course fee. [read more]

If you would like to register on behalf of someone else or a group. [click here]

Dealing with Difficult, Angry or Aggressive Customers	Add To Shopping Cart

Dates:	Wednesday 4 September, 2013 (9.00am - 4.30pm)
Location:	PCE, Level 9, 115 Grenfell Street
Instructor(s):	Gary Edwards LLB (Hons) ASM Gary is a corporate trainer, facilitator and coach, who specialises in helping business people to improve their performance by showing them how to communicate more effectively in critical situations: leadership, workplace culture, teams, sales, negotiation, conflict resolution and customer service. A former lawyer and trained mediator, Gary has over 20 years experience in education and consulting in the public and private sectors and in vocational training and higher education, as well as working as a researcher in workplace learning, change management and professional performance. He is a Professional Member of the National Speakers Association of Australia and is an accredited Workplace Trainer and Assessor. Gary’s teaching approach is based on his twin beliefs that being able to work in collaboration with others is the key to personal and organisational success, and that it is the quality of the conversations that we have every day with other people that determines the level of that success. In delivering his programs he focuses on providing practical strategies and tools: the emphasis is on “how to do it”, not just “what to do”.
Schedule Number:	2945

Required Fees:
Registration (GST Free)	$450.00