In-House Course: Handling Aggressive Verbal Complaints

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.

Run this Course In-House

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]

Agenda

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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