This course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control.
DurationOverview
This course will give the participants the opportunity to develop the skills to deal with difficult and aggressive behaviour. Delegates will have the opportunity to examine the phases of aggressive behaviour and develop an approach to remain in control.
They will be able to identify triggers which may provoke an incident; understand the tactics for dealing with the situation and methods to deal with the aftermath.
Prerequisites
There are no prerequisites for this course.
What's included
Lunch and refreshments when training is delivered at our training venues
Comprehensive course materials and exercises
Course Content
Key Topics:
Customer Care and its benefits
Perception
Personality Types
Empathic Listening
Asking the right questions
Dealing with Difficult Customers
Handling customer complaints
How to say no nicely
Phases of a difficult incident
Behaviour to avoid
Techniques and skills for defusing difficult situations
Defusing difficult situations – principles for Action
Signalling non-aggression
Personal development planning
Established in 1992, IT Training Solutions Ltd began life as an on-site computer training company in response to the business world's growing demand for flexible, high-quality training at an affordable price.
Our training is made to fit your requirements. The course schedule allows you to book a place on an existing course, whilst private training can be based on an existing course, or a number of lessons taken from several courses. We can also write bespoke courses for you based on your in-house systems or development program.
If you have an IT issue that you would like help with, one of our experienced IT professionals can visit in person or virtually and resolve the issue for you.
We can provide help with specific tasks, one off projects and we can also help with regular projects. We also provide desk-side support and floor walking.
The way we react to the feeling of anger, how we control our emotions and our communications skills are essential in managing our angry and frustrated emotions.
Welcome to Your Optimum Life, I am Caroline Butcher Trainer and Master Practitioner of Neuro Linguistic Programming (NLP) and Hypnotherapy, Master Practitioner in Time-Line Therapy, and Coaching for personal and business.
This course provides you with the awareness and skills to identify and manage anger and stress, giving you the skills to be able to deal with your own stress and anger, and help others with theirs, too.
We offer a wide range of stress management, anger management and conflict resolution services for corporate clients, including public and private sector organisations and educational institutions.
This course is for anyone interested in learning more about anger and anxiety and exploring the key concepts and benefits of Cognitive Behavioural Therapy (CBT).
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