Dealing with Difficult and Aggressive People Workshop: 20 September 2012
Dealing with Difficult and Aggressive People Workshop: 20 September 2012
At times, we all encounter what is termed as dealing with difficult and aggressive people in the workplace. A person who believes that if they shout or act aggressively it will ensure they reach a solution to their problem, concern or situation. The response from employees can either aggravate the situation or result in someone receiving an injury through no fault of their own. By attending this workshop, attendees will learn proven skills and techniques to build their confidence and help them to work professionally and assertively when dealing with difficult or challenging people either on the telephone or face to face.
Date: 20 September 2012
Time: 9:30 am – 3:30 pm
Location: Ramada Encore Belfast
Cost: £149.00 (+ VAT)
Who is this workshop recommended for?
This workshop is of value to managers, supervisors, customer service staff, front line and all call centre staff who interact with the general public and who will benefit by learning effective skills and realistic techniques when dealing with telephone conflict and face to face confrontations with frustrated and aggressive individuals in a professional manner.
Workshop Outline:
This workshop helps attendees to identify and clearly understand the procedures which must be adhered to in order to ensure both a duty of care for themselves and the difficult or challenging person.
On completion of the workshop attendees will have a greater understanding of how to deal with difficult people through skills and techniques which will enable them to act professionally, understand and identify the key signs of potential situations and defuse them effectively, thereby reducing the risk of the incident becoming uncontrollable and dangerous. This will be achieved by providing a knowledge and understanding of:
- The key components in all frustrated, angry and aggressive confrontations.
- Recognition of the different stages of conflict escalation.
- Understanding how they respond professionally and assertively to anger and conflict when working face to face.
- Identify patterns of conflict unique to communicating by telephone and enable them to manage conflict on the telephone.
- Maintaining composure when handling angry / aggressive people.
- Managing their verbal and non-verbal communication.
- Demonstrating skills necessary to manage customer behaviour.
This workshop will utilise scenario based learning and realistic case studies which will further enhance the training.
Attendees will be awarded an internal certificate in Dealing with Difficult & Aggressive People, valid for 2 years.
Facilitator:
Will Holland – Head of Training, Quell
Over the years Will has had a vast amount of experience in dealing with aggressive natures within the public and private sectors; and he has actively worked with several associations and organisations in implementing this training. He advocates training which employs realistic and proven skills and techniques, which can help protect the organisation and staff from litigation or damaged reputation.
Comments from attendees who have completed this training:
“Dealing with aggression is an everyday part of my job and I found the training valuable and interesting”.
“I gained a greater knowledge of ways to best diffuse aggressive situations”.
“Enjoyable and fun training, providing me with a better understanding of how to handle situations of conflict”.
Read this Blog:
http://www.quelltraining.com/why-should-we-protect-our-staff-from-violence-in-the-workplace/1521/
To book a place on Dealing with Difficult and Aggressive People Workshop call Hilary on 02890 393482 or email us at info@quelltraining.com