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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