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Dealing with Complaints and Aggression

This is a 2 day course

1. See bottom of page for scheduled course dates.

2. If you have 4 or more delegates we can schedule a course for you, or run it in-house. Please contact us online or call us on 0115 9849940 for more details.

Who will benefit:

Those who deal with ‘difficult’ people on a ‘face-to-face’ basis or by telephone.

Course Objectives:

By the end of the course participants will be able to:

  • Deal with ‘difficult’ people situations
  • Recognise tactics and strategies used by others
  • Ensure personal safety
  • Understand how own behaviour and attitude can affect and influence the behaviour of others


    • Course Content:

    The Dealing with Complaints and Aggression course is made of of the following units:

    • Personal Awareness: identifying a range of verbal and nonverbal factors which affect others; examining current work situations and identifying problem areas; exploring and satisfying individual needs; personal barriers.
    • Attitude: flexibility; responsiveness to requests; understanding the needs of the other person; empathy; using an effective complaint handling method.
    • Interpersonal Techniques: participants select appropriate techniques to modify the behaviour of individuals at work.
    • Assertiveness: developing a positive and straightforward style; conversation skills; stating your case; making and refusing requests; avoidance; aggression.
    • Reason and Logic: making requests specifically and directly; refusing requests; practising saying ‘no’ clearly and directly; building trusting relationships.
    • Influencing Styles: understanding the influence process; assessing personal strengths and weaknesses.
    • Body Language: the first impression; appearance; aggressive and submissive body language.
    • Voice and Manner: avoiding the use of jargon; voice and personality projection; adapting your manner to suit the situation.
    • Violent Confrontation: when negotiation breaks down; evasive tactics; safety advice; controlling revenge; keeping a controlled appearance; not letting your emotions show.
    • Action Plan: participants plan and discuss what they will do on return to work.


    Scheduled Courses:

    This course is not currently scheduled. Please contact us if you have a need for this course, as we may be able to schedule it for you.

    For further details about how we can help your business with its sales training needs, contact one of our specialist sales training advisers at our Associated Training offices on:
    Telephone: 0115 984 9940
    Fax: 0115 921 5352
    Online Contact Form

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