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Dealing with Complaints and Aggression
Face to face public schedule & onsite training. Restaurant lunch included at STL venues.
- 1 day Instructor-led workshop
Who is this course for?
This workshop is for all those who know there is a better way to react, one that can protect company values, reward individuals with emotional resilience, improve a fan base, impress reputation and identity
and have a far-reaching impact on both brand and business acumen.
This workshop can help balance your ability to handle difficult situations with a far greater appreciation of what a successful outcome can look like. It is for every professional who has: a passion for customer service, strives for internal leadership, or simply has a desire to learn more about coping mechanisms and methods to handle complaints.
- How to handle and resolve Complaints
- How to diffuse aggressive situations
- To examine the Philosophy of Communication
BenefitsThrough open discussion and practical examples, we will examine method and ideology that present better ways to acknowledge how to deflect and respond, the way we communicate and real-life scenarios of why customers complain, and why others get angry.
This workshop aims to turn an initial negative interaction into a positive investment in your personal growth. In it, we’ll learn how to effectively manage such events and to recognise the individual triggers which bring up conflict (the unconscious pain-body) within us. These triggers can take the form of retaliation instead of reconciliation, or reprisal rather than revival.
We shall also see the effect of social media and the stigma of personal opinion which hold far more impact than ever before.
It’s Never Personal
Why do people get angry?
Situations we have faced
It’s not enough to be right
The People Perspective
Cases of social media
The Keys to Communication
From Objection to Opportunity
What is a ‘trigger’?
Mind the Gaps
The Unconscious Pull within two conflicting parties
How to diffuse Aggression
Just being and saying nothing
The ambition of Service
What you get
"What do I get on the day?"
Training is held in our modern, comfortable, air-conditioned suites.
Lunch is provided at a local restaurant or pub. Browse the sample menus:
Breaks and timing
Courses start at 9:30am.
Please aim to be with us for 9:15am.
Joining information (how to get to our venues)
Available throughout the day:
- Hot beverages
- Clean, filtered water