Dealing with Complaints and Aggression
- How to handle and resolve Complaints
- How to diffuse aggressive situations
- To examine the Philosophy of Communication
What to expect
- Courses never cancelled .
- Restaurant lunch .
- Last minute rescheduling .
- 24 month delegate support forum .
- And more... .
Upcoming start dates
Choose between 50 start dates
Upcoming start dates
Suitability - Who should attend?
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.
Training Course Content
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 Philosophy
The Keys to CommunicationFrom Objection to Opportunity
Aggressive Types
What is a ‘trigger'?
Mind the Gaps
The Unconscious Pull within two conflicting parties
Better Outcomes
Assertive DynamicsHow to diffuse Aggression
Just being and saying nothing
The ambition of Service
Promoting Change
Expenses
List price £650, promotional rates available. STL are the only company to offer a dynamic pricing and availability model, updated live on our site, daily on this portal. Closed group training options available (at your offices, UK wide/International or our London Venues). Contact us below.
Request information - obligation free
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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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