Dealing With Aggressive People
Protrain is the leading provider of Dealing With Aggressive People training in Ireland. We have trained thousands of people and continue to develop and refine this course as society changes. We have a number of qualified trainers for this unique programme and will be delighted to share our knowledge with you. Regardless of anything, there are some very useful and practical tips on this page to help you.
With years of experience delivering tailored training for some of Ireland’s most respected organisations such as SME’S, large multinationals, Government Departments, Charities, County Councils we are uniquely qualified to work with your staff. We will bring a practical tool kit of skills that guarantee a successful project.
Protrain courses are tailored to reflect the real world your staff work in so your input is critical to make certain we get things right, first time. Therefore, we always seek a detailed conversation with a stakeholder to customise the course to your needs and make this Dealing With Aggressive People course a true success.
"I would like to take this opportunity to thank you and all the trainers for a very successful year of training with us, the feedback for the course has been very good and we are delighted it all ran so well.”
Tricia Matthews, Training Officer, Human Resources Department, Fingal County Council when talking about our Dealing With Aggressive People course.
Dealing With Aggressive People Course objectives:
- Be able to identify what makes a person confrontational or aggressive.
- Recognising drunken or drugged behaviour.
- Horizontal Gaze Nystagmus (HGN), Vertical Gaze Nystagmus (VGN)
- Have the confidence to deal with any given situation in a professional and personal way.
- Have A practical knowledge of how to provide answers, relate, control and close every confrontational situation.
Dealing With Aggressive People 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
- 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
- What is a good telephone manner?
- Answering calls
- What to say when putting calls on hold or transferring calls
- Closing calls politely
Maintaining a Positive Attitude
- The how's, why's and ways of positive people
Dealing With Aggressive People Course Duration
1 day onsite
Guidelines for Dealing with Aggressive People
- Be conscious of your posture and try to appear relaxed
- Avoid prolonged eye contact
- Keep your distance and avoid physical contact
- Be aware of your tone of voice, speak slowly and avoid
- long sentences
- Try to distract the other person by changing the subject
- Listen carefully as the main problem may be due to poor
- Consider negotiation where possible
- Call on your supervisor to deal with the individual if you
- feel that there is nothing more you can do
- Report incident by following the agreed local procedures.
- These procedures should be written down and made
- available to all staff in a section. This should be made the
- responsibility of a dedicated person or grade in each
- department or section (as required).
How to deal with Irate people:
- Be polite and professional with all person. An angry
- person is angry, not necessarily abusive. Do not allow •
- their anger or hostility to create anger or hostility in you.
- If you find your own feelings interfering with your ability
- to help, reflect, count to ten, breathe slowly and deeply
- until your feelings are more stable, and continue with
- your efforts to bring the call transaction to a satisfactory
- Try to determine the reason for the anger, work with
- the person to calm him or her down, and do your best
- to help solve their problems. People are often upset •
- when they call for help. That in itself is not reason
- to terminate the call unless the person refuses to
- work with you to resolve the problem.
How to Deal with Abusive Customers.
- Inform caller that Staff do not accept threatening or abusive behaviourand from this point onward you are now interpreting the callas being abusive and will deal with it as such.
- Advise caller that if he/she continues with this abuse
- that you will be left with no option but to terminate
- the call.
- Suggest to caller that he/she terminate the call and
- call back when they have calmed down. If the caller
- calms down complete the business exchange
- If he/she declines tell them the call is now
- terminated. Do not simply hang up. Inform the
- customer that you are ending the call because of his
- or her behaviour.
- Do not transfer an abusive caller to any other
- member of staff or to your manager.
- Record date time and nature of call for future
- reference if necessary.
7 Tips for dealing with aggressive people
The seven basic steps for handling aggressive customers are:
Step One: Have the Right Attitude Avoid the pitfalls that may hamper your ability to handle a difficult and demanding customer by thinking about what attitude you choose to take. Think of the opportunity you have to stop him or her from going to your opposition! Simply, think of that difficult customer as a challenge. The challenge is not to let them get away… just like a fish on the end of a fishing pole! When you adopt this kind of an attitude, you are less likely to take things personally and more likely to find a solution to any problem.
Step Two: Let Customers Vent Listen to them. Remember, their anger is not personal. These customers are angry because there is a problem. They want two things: to express their feelings and to have their problems solved. Any time you allow customers to vent their frustrations, you are showing them that what has happened matters to you and you value their business. Apologize and acknowledge both the message and their feelings in a sincere manner. Letting them vent their anger and taking the time to empathize in the beginning saves time in the long run. Be sure not to interrupt the customer as this is likely to start the whole tirade over again. When you listen to the customer, your payoff is that you get information. You can only fully understand the problem once you have all the facts.
Step Three: You can immediately defuse anger by using statements like, “I can understand how frustrated you must be to have been kept waiting …………,” or “Thank you for bringing this to my attention ……….,” or “I am sorry this has happened to you. Let me see what I can do.” Other useful phrases are, “Thank you for listening to me. I have three ways in which I can help you.” “Here’s what I can do.” Or “Sir, I am going to help you. Please don’t make it more difficult by continuing to yell at me?” Don’t use phrases such as, “What’s your problem?” “Calm down,” or “It’s company policy.” “If you would just listen to me for once…….” Remember, the art of getting a difficult or angry customer to calm down is in the way we speak and the words we use.
Step Four: Tell the Customer What You Are Going to Do Throughout the process, seek to solve the customers’ problems and give them what they need. Tell the customer what course of action you are going to take. In the instances where a customer will not accept anything you say or do, you could ask, “How would you like this handled?” Or give options by saying such things as, “Here’s what I can do.” Or “There are three ways we can fix your problem. Which of these would you prefer?” Most of the time, they will thank you, even if what you did was very different from their first request.
Step Five: Take Action to Fix the Problem Take the necessary steps to solve the problem. If it involves another person or department, bring the problem to the attention of the person who can do something about it. If it is something that cannot be immediately resolved, be sure to contact the customer and tell him what is happening. You will make the situation worse if you leave him guessing as to what is happening.
Step Six: Follow-up with The Customer Follow-up with the customer within a short period of time…even though it’s not expected. This gives you an ideal opportunity to invite him to come and do business with you again. They probably will come back again simply because you have shown them that you value their business by resolving the problem. And you will have reduced your stress by being able to cope and by being in control of the situation.