Dealing with Difficult Customers and Disruptive/Aggressive Behaviours

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Course Overview

The aim of this highly engaging and interactive workshop is to equip the participant with the knowledge and skills to effectively manage difficult behaviours confidently and professionally. Participants will be given the knowledge and skills required to ensure positive communication with difficult individuals and understand the importance of early intervention in preventing escalation. They will learn techniques that will assist in diffusing potentially challenging situations. The workshop is designed to advise and assist participants in dealing with difficult and challenging behaviours through effective efficient interactions. Our trainer will equip participants with the skills to effectively deal with these types of situations while identifying easily transferable skills to the workplace.


Discussion Topics

  • Effective Communication / Listening Skills
  • Identify the different behaviour types
  • Developing assertiveness skills
  • Techniques for managing frontline customers
  • Language for communicating effectively
  • Emotional behaviour
  • Techniques for handling difficult Conversations- Internally


Who should attend?

This workshop will be very beneficial to anyone who deals with the general public either in a face to face capacity or over the phone as part of their daily role.

It will also appeal to anyone who manages a team where difficult and challenging behaviours may become an obstacle to effectively managing the team.


Course Tutor

Patricia Pleass is a professional Training Consultant with almost twenty years’ industry experience in Training and Development.  She started her career working in front-line customer service with Aer Lingus, progressing on to becoming a senior trainer in the Aer Lingus training centre, delivering quality customer care and safety training to front-line staff and returned to the company years later to manage cabin crew.   She is the owner of a busy preschool and holds a BA (Hons) in Early Childhood Education.

During her career, our Patricia has delivered training initiatives to both public and private sector organisations, including Aer Lingus, AIB, Dell and Bank of Ireland. She has delivered training programmes in areas as diverse as Customer Service, Supervisory Management, Managing People, Proactive Calling, Train the Trainer and Interpersonal Skills.

Full Course Details

Title: Dealing with Difficult Customers / Aggressive Behaviours
Date: Tuesday, 13th September 2022
Time: 9.30am – 4.00pm
CPD: 7 CPD Hours
Method of Delivery: Online
Fee: €425


Tailored Training 

All of our open programmes can also be run on an in-house basis. For more information, see our page on In-House Training.


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Dealing with Difficult Customers/Aggressive Behaviours

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