Aggression Management
Aggression management and de-escalation play an increasingly vital part of all companies and service-providers who have direct contact with the general public.
Skill in dealing with aggression will help you retain loyal staff in a safe and supportive working environment. You will also improve your customer relations — making a significant impact on your performance.
Our courses and coaching provide your staff with the skills they need to:
- Understand the causes of anger
- Recognise early signs of aggression or conflict
- Take steps to de-escalate potentially violent incidents
- Be aware of how and when communication can breakdown
- Implement a key conflict resolution model in high tension situations
- Recognise the use of ‘reasonable force’ as it applies to conflict resolution
Telephone Aggression
Aggression is sometimes increased through telephone contact. Because people cannot see the person on the end of the phone, it may be harder for them to bear in mind the effect of their communication on another person. In some working situations, people never even see each other face-to-face, and this anonymity may do even more to decrease the consideration or care within the interaction.
Yet basic understanding of how to deal with aggressive comments by others can change the course of a conversation. And there are clear reasons why we may speak with less politeness or respect than we would do if meeting someone in person.
Our courses and coaching provide your staff with the skills they need to:
- Avoid difficult conversations breaking out
- Understand what ‘disconnects’ callers emotionally, and avoid conflict arising
- Deal with stressed, over-anxious or aggressive customers
- Listen actively to the problem to identifiy the unmet needs
- Offer solutions only when the customer is ready to hear them
- Protect ourselves from abuse and aggression without losing the caller
- Transform ugly conversations into genuine understanding and friendliness
- Gain confidence and enjoyment from increased skill in communication
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