Conflict Resolution Training & Consulting (CRTC)

Minimising Harm Caused by Customer Aggression

Established 1999.

We are a specialist training provider supplying Industry leading courses in Conflict resolution and Advanced aggression management.

CRTC provides assistance to various Industries on a National basis.

We are considered experts in minimising harm caused by difficult customers and the small percentage of customers who can become aggressive and violent.

CRTC believes most difficult situations can be de-escalated if handled properly, but some situations can escalate quickly. Drugs; Alcohol and some mental health conditions can contribute to potentially dangerous customer contact.

PRACTICAL APPLICATION

Have you ever seen or experienced any of these situations.

  1. You are listening to a customer vent their complaint or issue. You immediately identify the problem. As you start explaining the relevant Policy; Procedure or Legislation the customer interrupts and says “No you don’t understand”, then starts repeating the whole story all over again.
  2. A very upset customer starts getting loud and maybe swearing starts. This behaviour is upsetting other customers. You say “Do you mind, your swearing, we’ve got other people here!” What do you think the most common response of the angry customer is?
  3. An angry customer’s behaviour is so outrageous that they have been asked to leave the premises. They become stubborn and behaviour becomes even more outrageous. You say “If you don’t go now I am going to call the police!” What do you think is the most common reaction of the aggressor?

CRTC’s training courses concentrate on Practical Application of

Negotiating De-escalation.

We cover Face to Face and Telephone negotiating.

OHS/WHS consideration

for Business.

Where a known or reasonably foreseeable hazard has been identified; Training and Procedures shall be adopted.

Meet the Training Team

Eddie Kardas
CRTC Director and Course Creator

Eddie has been described as a passionate presenter full of great practical suggestions to improve negotiating de-escalation.

Eddie was a serving member of the Victoria Police for 16 years.

Qualifications.

  • State Hostage Negotiator Course
  • National Anti-terrorist Negotiation Course
  • Qualified at Quantico, FBI Hostage Negotiation Course
  • Instructor – Victoria Police – Operational Safety and Tactics
  • Certificate IV Training & Assessing
Conflict Resolution Training & Consulting (CRTC)
Andy Wall

Andy Wall
Senior Facilitator

Andy started his association with CRTC approximately 20 years ago in Sydney as a method actor. He transitioned into the role of trainer/coach, delivering basic de-escalation training and advanced aggression management courses. His past roles included Front of House Manager at Sydney Theatre Company and 000 emergency operator. Andy is an experienced trainer/coach with plenty of life experience. Some of CRTC’s clients specifically request Andy, as he develops a strong understanding of clients’ workplace needs and always builds rapport with participants.

Steve Sweeney

Steve Sweeney
Senior Facilitator

Steve has a long history of training staff and business owners in effective communication. Feedback from participants has described Steve as knowledgeable and enthusiastic. Like all CRTC trainers/coaches, he has the ability to identify and understand clients’ workplace needs.