Dealing WithComplaints.

There is always a reason for behaviour. This is a simple truth, and when someone is complaining, and perhaps being aggressive, there is always an underlying driver of this behaviour. The skill is in determining what lies behind the behaviour, and then in looking after the “human” element and the underlying emotion driving the behaviour, before focusing on in house processes and procedures.

Training Topics

Dealing With Complaints

Dealing With Complaints Course Overview

There is always a reason for behaviour. This is a simple truth, and when someone is complaining, and perhaps being aggressive, there is always an underlying driver of this behaviour. The skill is in determining what lies behind the behaviour, and then in looking after the “human” element and the underlying emotion driving the behaviour, before focusing on in house processes and procedures.

Understand what triggers difficult or aggressive behaviours

Demonstrate ways of dealing with difficult people situations

Understand how your own behaviour and attitudes can affect and influence the behaviour of others

Learn the importance in demonstrating listening as a tool to neutralise negativity

Distance yourself from personal remarks and remain professional at all times

Recognise tactics and strategies used by others

Be aware of techniques to ensure personal safety

Practise confidently and assertively saying ‘no’ when you are unable to say ‘yes’

Increase confidence in being able to deal with difficult behaviour

Be able to identify the drivers of difficult behaviour

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