COURSES > SERVICE IMPROVEMENT

Handling Aggressive Verbal Complaints

Learn techniques to diffuse and manage aggressive behaviour

Chaired by
Sandra Miller

Sorry, we don’t have any upcoming dates available for individuals.

All of our training courses can be tailored specifically for your team or organisation and presented at your offices, at another suitable location or virtually.


Overview

Are you able to keep a composed, professional head when dealing with difficult behaviour or aggressive complaints at work?

Our immersive Handling Aggressive Verbal Complaints course will help you gain the confidence and skills to handle conflict and unpredictable behaviour.

Through some theory and interactive 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 any situation you are likely to face.

What Have Previous Delegates Said About This Course?

  • “A really good course which provided a number of light bulb moments regarding my own practice and practice I approve.” - Matron, 5 Boroughs Partnership NHS Trust

  • “This is honestly the best one-day course I have ever attended” - Head of Nursing, BCUHB

  • “Highly recommend that all who work within complaints – take the opportunity to attend” - Director of Student Admin Services, St Patrick’s College



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.

Sandra Miller

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 effective 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 Bespoke Team Training

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

Become Part of the Understanding ModernGov Community