This site uses a number of third party cookies. By continuing to use this site you consent to the use of cookies in accordance with our Cookie Policy

OK

Dealing with Agressive Students and Members of the Public

Duration: One Day

Course Trainer: Protrain

 

Course Objectives:

At the end of the course you will be able to identify what makes an individual confrontational or aggressive, have the confidence to deal with any given situation in a professional and personal way, and have a practical knowledge of how to provide answers, relate, control and close every customer situation.

 

Course Content:

  • Identifying the Different Types of Behaviour -
    • Aggressive behaviour
    • Manipulative behaviour
    • Passive behaviour
    • Assertive behaviour
  • Developing our Assertiveness Skills
  • Getting our message across in a positive way
  • How to react when someone responds with aggression
  • How to react when someone tries to ignore our message
  • Finding a win/win solution
  • The techniques for dealing with emotional situations – using empathy and showing neutral support
  • Providing an Exceptional Service
  • Examining the standards we should be meeting
  • Identifying what could go wrong
  • Determining how we can exceed customers’ expectation
  • Considering our work colleagues
  • Not letting it escalate
  • Communication Skills
  • Active listening skills
  • How our body language and voice determines the way we are perceived by others
  • Handling Complaints Professionally
  • How to respond when a customer complains
  • Turning a complaint into an opportunity
  • Professional Telephone Techniques
  • Maintaining a Positive Attitude