Dealing with Difficult and Aggressive Clients Workshop by lindash


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									   Dealing with Difficult and Aggressive Clients
Aim                   To equip, empower and inspire participants with a range strategies
                      and skills to assist them to maintain their personal composure, safety
                      and wellbeing and to provide an excellent standard of customer
                      service when dealing with difficult and aggressive clients.

Duration              1 day (approximately 8 hours including meal breaks)

Target audience       All levels of staff working in customer service roles

                      This training is provided exclusively as ‘in house training’ and
                      incorporates relevant organisational policy, procedures and work
                      environment considerations.

Participant numbers   8 – 20 participants

Learning objectives   On completion of this workshop, participants will be able to:

                      •   Demonstrate an understanding of factors contributing to people
                          exhibiting difficult and aggressive behaviour

                      •   Demonstrate an awareness of organisational workplace safety
                          policy and procedures

                      •   Implement preventative strategies to avoid and quickly diffuse

                      •   Conduct an on-the-spot risk assessment of difficult or aggressive
                          clients and respond appropriately to the relevant threat level

                      •   Implement a range of communication and problem-solving skills
                          to effectively diffuse and resolve difficult situations

                      •   Take steps to maintain their own safety, the safety of colleagues
                          and other clients when dealing with difficult or aggressive clients
Content            Setting the scene:
                    -   Factors contributing to difficult and aggressive behaviour;
                    -   Differences between difficult and aggressive clients and difficult
                        and aggressive behaviour; and
                    -   Organisational policies, procedures and work environments to

                   Tactical communication principles:
                    -   Strategies to prevent or quickly diffuse conflict; and
                    -   The Personal Safety Australia customer service framework;

                   Risk assessments:
                    -   Identifying threat levels through verbal and non-verbal cues;
                    -   Responding appropriately to threat levels;
                    -   Identifying workplace security measures for assistance and
                        protection; and
                    -   Strategies to maintain the safety of oneself, colleagues and
                        other clients during difficult situations.

                   Key communication and problem-solving skills:
                    -   Communication and problem-solving skills to diffuse conflict;
                    -   Becoming an ally not an adversary in difficult situations.

                   Handling specific incidents:
                    -   Strategies for dealing with different customer profiles;
                    -   Specific strategies for handling: verbal abuse; threats to
                        personal safety; threats involving a weapon; physical assault;
                        and damage to property; and
                    -   Self defence as a last resort: including practical techniques to
                        disable attackers.

                   Application of knowledge and skills:
                    -   Discussion of participants’ examples of difficult clients/situations;
                    -   Role play activities; and
                    -   De-brief.

                   Summary and conclusion:
                    -   Recap of all training sessions;
                    -   Opportunity for further questions; and
                    -   Evaluation.

Learning methods   Class and group activities, role-plays, brainstorming, discussion and
                   other interactive methods. Participants will also have an opportunity
                   to share their experiences of dealing with difficult and aggressive
Cost                  $1200 (for up to 20 participants)

                      The host organisation is responsible for: providing a suitable training
                      venue; the photocopying of handout materials; and catering (if
                      provided to participants).

                      Travel expenses apply for training conducted outside of
                      metropolitan Brisbane.

                      As part of Personal Safety Australia’s commitment to equipping,
                      empowering and inspiring those most vulnerable, 10% of all course
                      fees are donated to charities supporting children living in extreme

Testimonials          ‘Enjoyed the training and recommend this to trainees in customer
                      service as a mandatory requirement.’

                      ‘Crucial in our day to day role with Council.’

                      ‘I feel more confident in dealing with customers. Excellent training.’

                      ‘Great course and I have over 30 years experience in customer
                      service and over 20 years self defence experience.’

                      ‘Knowledge and presentations skills of facilitator were excellent!!’

                      ‘Very interesting and inspirational.’

                      ‘Enjoyed the self defence tactics and found the role playing

                      ‘Great workshop – I will encourage more members to attend.’

                      ‘Excellent presentation skills – very professional.’

                      ‘Kim was a very effective teacher and had more than enough
                      knowledge. I highly rate this course.’

                      ‘This is one of the best learning days I have ever had’.

                      ‘Kim is a very good facilitator. Her vast background and experience
                      shows in her ability to put that across to her students’.

Further information   Tel: (07) 3379 4475


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