Tel :: 01905 358 253 ::   home     contact us     sitemap     downloads  

Training Course Outlines

Assertive Communication Skills
Customer Care
Defusing Hostile Customers
Meetings Skills
Minute Taking
People Management
Presentation Skills
Project Management Awareness
Recruitment and Selection Skills
Report Writing
Stress Management
Time Management


Creating a great presentation
How to write a presentation
Using visual aids effectively
How to lose your audience
Why fear public speaking?
Will they remember you?
Your body language
10 most common mistakes
Public speaking communication
Good speech topics
Public speaking objectives
Basic public speaking skills
What you must do to have an effective presentation

this website conforms to the W3C  WAI to level A. Open this link for more information.
this website is valid HTML 4.01 Transitional. Open this link to see the validation.
this website is valid CSS 2. Open this link to see the validation.
this website is completely printer friendly.

Defusing Hostile Customers

Employees on the 'firing line' have to deal with the stresses, great and small, resulting from having to deal with angry, frustrated customers. Angry customers can eat up loads of organisational time and energy, particularly when they decide to climb the organisational ladder with their complaints. Employee safety can be threatened by angry customers. It just isn't fun, and it's no laughing matter.

A 1 day course. For up to 10 participants.

Course designed for anyone dealing with hostile customers.

Course Aims and Objectives

At the end of the course the participant will:

  • Discover the nature of hostile and abusive behaviour
  • Develop the art of self control
  • Appreciate the benefits of co-operative language
  • Use verbal self defence techniques

The course will also cover:

  • Dealing with non-verbal intimidation
  • Learning the 'dis-engaging' technique
  • Problem solving
  • Assertive limit setting

Public Courses

Workshop registration 9:00am-9:30am, finish 4:30pm. Your investment? £225 + VAT. This includes all workshop materials, refreshments and lunch.

In-House Training

An in-house one day course, anywhere in the UK, costs £1050 + VAT for up to 10 delegates. This price is inclusive of trainer's fees, expenses and all course materials.

Want to Know More?

For more information on public courses, in-house training or one-to-one coaching:

>> Fill in this enquiry form

<< Back to previous page

 terms and conditions   equal opportunities policy   privacy policy