COURSES > SERVICE IMPROVEMENT

Bespoke Training: Handling Aggressive Verbal Complaints

Diffuse and Mitigate Aggressive Behaviour

Overview

Have you ever been sworn at work? 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 In-House course is a no holds barred course to help you and your team gain the confidence and skills to handle aggressive verbal complaints.

Through interactive roleplays and exercises, designed to simulate real-life situations. Book this in-house course to learn how to calmly respond to aggressive complainants whilst staying poised and with your emotions controlled.

As a team, you will be challenged with aggressive verbal behavior to help you develop your self-belief when it comes to handling aggressive customers.

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

09:25 - 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 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 the confidence at managing unreasonable demands

  • Present greater confidence

  • Learn how to diffuse the situation

  • Take back an action plan to give you the skills to handle aggressive complaints

 

16:00 - 16:15 Round Up and Key Takeaways

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