Verbal Aggression (Face to Face and Telephone)

Some roles sadly come with conflict and many staff already have the ‘everyday’ skills to manage customer issues.

On occasion staff face issues either face to face or on the telephone which require specific skills to defuse the anger and bring the situation down to a point where they can then apply their customer care skills.


It is not until you can calm your contact down and enable interaction that your message and their solution can be heard.

The course gives many simple psychological techniques to achieve and develop communication in anger situations, passing through ‘everyday’ and into extreme circumstances.

The course further puts staff back in control of the situation and supports them as they face such difficulties on an all too regular basis.