Available Dates
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Overview
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.
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
