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

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