By the end of this programme, participants will:
- Identify the key components present in all angry confrontations
- Recognize different stages of conflict escalation
- Recognize the signs of conflict and aggression
- Maintain composure when responding to conflict and aggression
- Use skills to manage their words, phrases, and body language
- Demonstrate skills to stay calm and manage angry customer behavior
DAY 1
Background to Conflict:
- Triggers to aggressive behaviour
- Understanding customers’ needs when they are angry
- Stages of conflict escalation
- How our safety can be compromised
Recognising Rising Anger:
- Reading signs and symptoms of aggression
- Managing conflict ‘flashpoints’
Responding to Conflict:
- Understanding our natural response to conflict
- Understanding the impact of ‘red rag’ words and phrases
- Managing our body language during conflict
- Staying calm and managing our own responses
DAY 2
Managing Conflict:
- Structuring and controlling the conversation
- Listening and calming the situation
- Acknowledging difficulties and customer emotions
- Managing unpredictability (drugs, alcohol, mental illness, etc.)
- Saying ‘No’ effectively
- Handling abusive behaviour
- Solving the problem
Problem Solving:
- Problem analysis
- Taking responsibility
- Using participative problem solving
DAY 3
Leadership Styles / Team Work:
- Range of leadership styles
- Identifying your own preferred style
- What happens to leaderless groups
- Aligning leadership style to organisational climate
- Team building (Belbin’s model)
- Exercises
DAY 4
Negotiating Skills:
- The value of negotiating
- How negotiation differs from selling
- Your bottom line and optimum aim
- Case studies
