San Francisco, California
London, United Kingdom
Handling Aggressive Behaviour
To help participants develop their skills in the handling of aggressive behaviour, whether that be dealing with a colleague or client/customer, so that every interaction is not only handled effectively but the colleague/client/customer is left feeling far more positive about your behaviour, approach and services than ever before.
• To recognise a variety of triggers for aggressive behaviour in others by their verbal and non-verbal language and actions
• To reach an awareness of your personal experiences helping you to monitor and control your reaction to aggression in others
• To create and maintain rapport with your colleague/clients/customers enabling you to get to the heart of their issues
• To handle complaints in a proficient way, reducing the recurrence of common complaints and increasing client/customer satisfaction
• Recognise and adapt your behaviour to calm that of your colleague/client/customer
• Ensure that time is given for reflection to analyse and make adjustments to prevent recurrence
• Whilst being mindful of any underlying issues, implement a complaints process consistently with each complaint
This interactive and course will get you exploring the “how to do it really well” not just “how to” way of handling aggressive behaviour, giving you a new positive attitude, thus welcoming the opportunity to make things even better for your working environment and client/customer. We shall provide you with a toolkit of information, skills and knowledge to take away with you to implement within your everyday business activity.
Half Day Session
Amanda Cathcart of Vision Business Consulting Limited is highly skilled, professional and knowledgeable both as a Coach and Trainer with over 25 years of experience across a wide range of sectors helping both businesses and the people within them.
Who should attend?
This course will benefit business owners and staff at all levels and in any role, who feel they need a better approach to handling aggressive behaviour effectively.