Available Dates


Have you ever been sworn at whilst doing your job? Do you struggle to manage your emotions when receiving aggressive verbal complaints?

If so, then we have the course for you.

Our Handling Aggressive Verbal Complaints course is a no holds barred course to help you gain the confidence and skills to handle aggressive verbal complaints.

Through interactive roleplays and exercises designed to simulate real-life situations, learn how to calmly respond to aggressive complainants while remaining poised with your emotions controlled.

You will be challenged with aggressive verbal behaviour such as profane language by our RADA trained actress, Sandra Miller, to help you develop your self-belief when it comes to handling aggressive customers.

trainer photo
Sandra Miller
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.


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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
[email protected]


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09:00 - 09:30


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


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 complaints
16:00 - 16:15

Feedback, Evaluation and Close