Aggressive behaviour between employees is, quite simply, bad for business. Using the threat of violence to interact distracts from the discussion, and promotes a notion of might-makes-right. This is why aggression management courses are intended not only for members of society with a history of violence, they are recommended to anyone in a position to relay and communicate ideas and notions between shareholders, as their tenets are applicable to everyone.

And this is not just limited to in-your-face domineering behaviour. Passive-aggressive behaviour, the art of showing one face to a co-worker while demonising them to management, can destroy the implicit trust which lies behind any firm. This behaviour must be taken care of, and often, it is the fear of aggressive reactions which keeps people from confronting issues such as these.

To curb aggressive behaviour and passive-aggressive behaviour requires a push-back: as with any bullying, the bully is looking for an easy target, one who will not react. At CRTC, we can offer advice on the best methods of confronting this aggressive form of domination without escalation, using proper language and communication skills. Over years of experience in the field, we have developed methods promoting level-headed discussion between people, teaching them to communicate without the threat of real or implied violence. This leads to a happier and more open workplace, one free of the negativity involved in aggressive behaviour run amok.

Contact CRTC for Australia’s finest workplace training in Conflict Resolution at 03 8899 7535

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As a hostage negotiator, many of her teachings run in line with our teachings on customer aggression and conflict management. But in contrast to the perhaps more controlled circumstances utilized by Jack Cloonan in Pt I, Neil was tasked with coping with such circumstances under extreme duress. Her discussions, even more than his, stress the act and expression of rationality and calm, not always an easy thing to accomplish in a hostage situation. It is the most extreme example of customer aggression out there.

Her emphasis, as related in this radio interview with the ABC, lies in the extraordinary patience which comes along with her career. Building a rapport with the hostage-taker, an oft-overlooked element of the process, is one that cannot be rushed. It is also likely the most vital: a hostage-taker in a stressful situation begs for that basic element of trust, for someone who can empathize with them. Provided the hostage is not in imminent danger, this process can be drawn out over the course of several hours, even before attempting to convince the suspect to alter his plans and consider the implications of his actions.

Her emphasis, and her successes, lay in remarkable interpersonal skills and a compassionate view of those involved in the peak of irrationality. There is a basic humanity in her ability to cope with her own extreme form of ‘customer aggression’. She sets a fine example for our domestic police force, and for a home-grown method of conflict resolution.

For more about Belinda, check out her website.

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Knowing the most effective methods of dealing with difficult customers at the lower end of the aggression scale is very important, as it generally prevents escalation. While there is no substitute for comprehensive training, CRTC can offer a few basic suggestions that will help you and your staff retain workplace harmony:

Stay calm
This can be challenging in a volatile setting, but if you can stay calm and collected, regardless of the customer’s demeanour, you have a much greater chance of diffusing the tension. If the other party swear or become abusive, don’t respond in kind. Take a deep breath, remind the customer that you are here to help and try to push the conversation in a positive direction.

Listen and empathise
This is a vital component of dealing with difficult customers. Let them talk, even if what they are saying is incorrect or lacking in information. Interrupting or talking over someone will only increase their frustration. When it is time to respond, show them that you identify with them and their concerns. Through verbal echoes or nods, you let the customer know that they have been understood and their concern acknowledged.

Never take it personally
Aside from minimising the negative impact at your end, this technique will also diffuse the situation when dealing with difficult customers. Remember you are at work in a professional capacity and speak to the issue in question without resorting to personal attacks. Ignore any personal remarks made by the customer and guide the discussion back to neutral ground.

We’re all human
And we all have bad days. Most of us have, at some stage, played the part of rude customer. When dealing with difficult customers, remember that they may be venting more than anything. If you are helpful and try to make their day a little better, they are more likely to calm down and you’ll both feel better for it.

Some customers may be aggressive to the extent that these tactics don’t work, but they are certainly a good starting point for conflict avoidance. CRTC offer intensive courses in aggression management that ensure you retain control in even the most difficult circumstances, but the techniques above can be applied by anyone, every day and will help make your workplace a happier, safer environment.

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Since inception we’ve trained over 40,000 participants to deal with difficult through to aggressive customers with remarkably high feedback

Quality Aggression Management and Conflict Resolution Training

Conflict Resolution Training & Consulting (CRTC) offers a range of quality training packages that cover everything from conflict resolution services to crisis intervention, customer aggression, and dealing with difficult customers. Since our company was established, we have delivered state of the art training to nearly 40,000 participants throughout Australia. Our conflict management courses are fully customised, so that they are industry specific, and they have received excellent feedback. Conflict resolution can be one of the most difficult things that companies have to deal with, but the process can be made easier with professional conflict resolution courses that will teach the fundamentals of how to handle aggressive customers.

What Our Courses Can Offer

Our conflict management training courses are extremely beneficial to all industries. They teach practical techniques that are easy to understand and implement. The courses are highly interactive, and they will simulate real life events where conflict is prevalent. Our professional facilitators provide original hands-on training that will build skills and confidence in every participant that takes the course. If you have a business that deals with people on a regular basis, then conflict resolution training is an absolute must. CRTC is a leading provider of conflict management courses in all areas throughout Australia, including Sydney, Adelaide, Melbourne, Perth, Hobart, and Brisbane.

Benefits of Taking CRTC Courses

• Staff confidence will be increased.
• Customer satisfaction will improve.
• Work health safety will be improved.
• Our course facilitators & designers are some of the most credible professionals in the industry.
• Courses are customised based on your industry needs and type.
• Our courses are incredibly interactive.

Contact Us Today

Contact us today at 03 52 210 800 to learn more about the high quality courses that we can provide, or to get assistance with any general enquiries that you may have. We will be pleased to provide any assistance that you may need.

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