Defusing Angry and Abusive Customers – Professional Course

You’re at the front line of service delivery. It may seem that you can do little to respond to angry and abusive clients and customers. But you can! This half day seminar shows you key principles and strategies to defuse clients’ and customers’ anger and reduce abusive behaviour right from the start. It also assists you to reduce your own stress levels.

Topics covered in this seminar include:
- Why do people become angry and abusive?
- What angry people need and want
- The art of self-control
- Starting off successfully
- The art of cooperative language
- Verbal self-defence techniques
- Assertive limit setting

Concession rates available. To register, please call (08) 6164 0239 to complete an enrolment and provide payment information.