Course Overview:

This Dealing with Aggressive Abusive Behaviour Training Course, to be delivered in Limerick, is a 1 Day Public Programme designed to increase the overall effectiveness of the service to clients by handling difficult communication situations professionally & compassionately by focusing on Customer Care.

Our Dealing with Aggressive Abusive Behaviour Programme is also available for delivery as a Customised In-Company Course at clients facilities nationwide in Ireland, including Dublin, Cork, Limerick & Galway.

Pre-requirements:

All employees dealing with customer / Clients on a day to day basis.

Participants Study:

• Communications (Verbal & Non Verbal)
• Feelings & Emotions
• Conflict Management
• Customer Care & Retaining Clients
• Assertiveness Skills
• Customer Complaints
• Team Work
• Successful Outcomes

Course Contents:

You will learn to build trusting relationships with clients and communicate assertively while also bringing in compassion to our business and being able to handle difficult communication issues professionally.

SECTION 1

• Communications – Verbal & Non Verbal
• Receiving and Active Listening
• Communication Styles & Assertiveness

SECTION 2

• Feelings & Emotions
• Anger & the Challenge
• Other Emotions

SECTION 3

• Conflict Management

SECTION 4

• Customer Care & Retaining Clients

SECTION5

• Assertiveness Skills
• Standing up for your rights in a way that you do not violate another persons rights
• Passivity / Aggression / Behaving Assertively / Anger
• Dealing with Person Anger
• Dealing with Another’s Anger
• Reponses to Conflict
• Customer Service
• Customer Complaints
• Team Work
• How the Break Works
• Successful Outcomes
• Rapport / Pacing