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Aggression Management | Telephone Aggression Management
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 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
> Contact us for a customised programme
Telephone
Aggression Management
Aggression
over the telephone causes increasing misery for staff
and service-providers. This is damaging for your
staff as well as for your customer relations.
Training staff to deal with 'difficult' callers helps retention and supports
your performance.
This
course focuses on techniques that allow us to hear differently
the messages we receive. We can then understand the source
of the problem beneath the words used to express it.
Our ability to empathise cuts through animosity and ill-will,
and creates a quality of connection strong enough to
move the caller forward into more helpful and less costly
modes of expression
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Our 2-day course provides
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.
> Contact us
for a customised programme
Conflict
Resolution | Mediation | Nonviolent
Communication | Aggression Management |
Security Management | Customised
Programmes
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