COURSES > SERVICE IMPROVEMENT
Handling Aggressive Verbal Complaints
Defuse and Mitigate Aggressive Behaviour
Chaired by
Sandra Miller
Available Dates
Date & Time
4 June, 2024
09:25 - 16:00
5 December, 2024
09:25 - 16:00
Venue
Availability
Purchase
Virtual using Zoom
Virtual using Zoom
Spaces Available
Spaces Available
Overview
Are you able to keep a composed, professional head when dealing with difficult behaviour or aggressive complaints at work?
If not, our immersive Handling Aggressive Verbal Complaints course will help you gain the confidence and skills to handle aggressive verbal complaints.
Through some theory, interactive roleplays and exercises designed to simulate real-life situations, you will learn how to calmly respond to aggressive complainants while remaining calm and composed.
You will be challenged with aggressive verbal behaviour such as profane language by our RADA trained actress, Sandra Miller, to help put your newly developed skills into practice and give you the self-confidence to deal with rude behaviour appropriately.
Communication Skills Training Consultant
Sandra Miller is a RADA trained Actor and now works extensively in the corporate sector providing coaching, consultancy and training in communication skills.
Her area of specialist expertise covers Presentation Skills, Interview Techniques, Handling People in Difficult Situations, Storytelling and Influential Communications.
Her clients include many ‘blue chip’ organisations including the BBC, BBC Worldwide, Bristol Water, Friends Provident, Financial Reporting Council, Unilever, Vocalink, Elavon Merchant Services etc. In the public sector clients include the NHS and many District, Borough and City Councils and Universities including working with Politicians and Academics and Civil Servants.
Sue Calthorpe
Learning Outcomes
Learn how to handle aggressive verbal complaints
Remain composed when talking to aggressive complainants
Develop your listening skills and learn how to ask questions
Take back an action plan to give you the skills to handle aggressive complaints
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified,
with signed certificates available upon request for event.
Enquire About In-House Training
To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
InHouse@moderngov.com
Agenda
09:00 - 09:30 Registration
09:30 - 10:00 Trainer’s Welcome and Clarification of Learning Objectives
10:00 - 10:45 Aggressive Verbal Complainants
Understand the motivations behind an aggressive complainant
Learn about the different types of aggressive behaviour: passive, violent and abusive
Discuss with the trainer and other delegates how you have managed aggressive verbal complaints
Manage impossible and unreasonable demands
10:45 - 11:00 Morning Break
11:00 - 12:00 Listening and Asking Questions
Develop your listening skills to fully understand what the customer is complaining about
Learn how to filter what is really making the individual tick
Ask the right questions
Demonstrate empathy when required
Diffuse the situation
12:00 - 13:00 Demonstrating Confidence and Self-Control
Gain practical techniques to assert yourself
Handle abusive and personal verbal attacks
Project confidence and presence
Learn how to control your emotions
13:00 - 14:00 Lunch
14:00 - 16:00 Workshop Role Play: Action Planning
Through interactive role-plays, apply the day’s learnings by practicing what you have learnt during the day.
Manage verbally aggressive complainants
Control and handle your own emotions
Gain confidence to manage unreasonable demands
Present greater confidence
Learn how to diffuse the situation
Take back an action plan full of the skills to handle aggressive complaint
16:00 - 16:15 Feedback, Evaluation and Close
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