Skip to content
Home » Organizational Training » Our Courses » Defusing Aggression (Customer Service Training)

Defusing Aggression (Customer Service Training)

Workshop Overview

This program provides participants with an overview of the stress and pressures that arise when dealing with aggression in customers. Participants will develop a broad skill set to cope with these situations and will also learn practical communication and coping techniques to handle the situation and enhance personal performance.

Learning Objectives

  • Recognize hostile situations, and customer or client issues.
  • Enhance self awareness and recognize one’s personal triggers.
  • Use communication zones.
  • Understand rapport building techniques and the role of positive communication.
  • Control your own communications and stress responses to hostile customers and clients.

Accredited By: The Ontario Ministry of Children, Community and Social Services, and First Nations Wellness/Addictions Counsellor Certification Board.