Dealing with Aggressive Students

Duration: One Day

Course Trainer: Protrain

 

Course Objectives:

At the end of the course you will be able to identify what makes an individual confrontational or aggressive, have the confidence to deal with any given situation in a professional and personal way, and have a practical knowledge of how to provide answers, relate, control and close every customer situation.

 

Course Content:

• Identifying the Different Types of Behaviour -
  • Aggressive behaviour
  • Manipulative behaviour
  • Passive behaviour
  • Assertive behaviour
• Developing our Assertiveness Skills
• Getting our message across in a positive way
• How to react when someone responds with aggression
• How to react when someone tries to ignore our message
• Finding a win/win solution
• The techniques for dealing with emotional situations – using empathy and showing neutral support
• Providing an Exceptional Service
• Examining the standards we should be meeting
• Identifying what could go wrong
• Determining how we can exceed customers’ expectation
• Considering our work colleagues
• Not letting it escalate
• Communication Skills
• Active listening skills
• How our body language and voice determines the way we are perceived by others
• Handling Complaints Professionally
• How to respond when a customer complains
• Turning a complaint into an opportunity
• Professional Telephone Techniques
• Maintaining a Positive Attitude