Dealing with Complaints and Aggression

This is a 2 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call us on 0115 9849940 for more details.

Who will benefit:

Those who deal with ‘difficult’ people on a ‘face-to-face’ basis or by telephone.

Course Objectives:

By the end of the course participants will be able to:

  • Deal with ‘difficult’ people situations
  • Recognise tactics and strategies used by others
  • Ensure personal safety
  • Understand how own behaviour and attitude can affect and influence the behaviour of others


    • Course Content:

    The Dealing with Complaints and Aggression course is made of of the following units:

    • Personal Awareness: identifying a range of verbal and nonverbal factors which affect others; examining current work situations and identifying problem areas; exploring and satisfying individual needs; personal barriers.
    • Attitude: flexibility; responsiveness to requests; understanding the needs of the other person; empathy; using an effective complaint handling method.
    • Interpersonal Techniques: participants select appropriate techniques to modify the behaviour of individuals at work.
    • Assertiveness: developing a positive and straightforward style; conversation skills; stating your case; making and refusing requests; avoidance; aggression.
    • Reason and Logic: making requests specifically and directly; refusing requests; practising saying ‘no’ clearly and directly; building trusting relationships.
    • Influencing Styles: understanding the influence process; assessing personal strengths and weaknesses.
    • Body Language: the first impression; appearance; aggressive and submissive body language.
    • Voice and Manner: avoiding the use of jargon; voice and personality projection; adapting your manner to suit the situation.
    • Violent Confrontation: when negotiation breaks down; evasive tactics; safety advice; controlling revenge; keeping a controlled appearance; not letting your emotions show.
    • Action Plan: participants plan and discuss what they will do on return to work.


    Scheduled Courses:

    This course is not currently scheduled. Please contact us if you have a need for this course, as we may be able to schedule it for you.



    For further details contact our sales team:
    Telephone: 0115 984 9940
    Fax: 0115 921 5352
    callout | contact us online Contact us online


    Sitemap