Customer Service Training

Managing Difficult Conversation TRAINING Australia

Training Methods Available

Face to Face (2 hours)
Pre-recorded Webinar (1 hour max)
- Includes self assessment & certificate of completion

Course Content

Definitions & Legislation
Legal Issues
Triggers of Anger
Warning Signs of Anger
Customers Stress Cycle
De Escalation Strategies
Managing Conflict
Risk & Threat Assessment
Proactive to Reactive Responses

Learning Outcomes

Understand the Legislation & Legal Issues
Apply De Escalation Strategies
Understand Proactive to Reactive Responses
Demonstrate How to Manage Conflict

Training is evidence & strength based, and customized to suit your organisation. Our training is to develop pro-active, confident staff that feel both secure and safe while dealing with difficult customers. The flow on effect will then lead to happier customers and increase in profit, All behaviour management training meets the worksafe guidelines across states and territories for managing aggressive behavior in customers.