>> Products & Services: Dealing with Angry and Potentially Violent Clients

Category: Organisational

Aim: This course develops an understanding of how to deal effectively with challenging clients and behaviours within the workplace. All workplaces may confront situations where anger, emotion and potentially violence occur. Managing these situations and dealing with the people with those behaviours is a skill needed within organisations.

Audience: Staff that may come into contact with emotions and behaviours of other people including call centre, customer service and front line staff.

Outcomes:

• Achieve effective outcomes with potentially violent clients
• Enable client to pass information in acceptable ways despite difficulty of situation
• Understand strategies to calm angry/upset clients
• Provide support for each other (internal self-care)

Duration:1 day