Dealing effectively with aggresive and violent customers by Roger Hayes

Cover of: Dealing effectively with aggresive and violent customers | Roger Hayes

Published by Local Government Training Board in (Luton) .

Written in English

Read online


  • Assertiveness (Psychology)

Edition Notes

Book details

Statement(Roger Hayes ... who researched and in conjunction with Carl Rosen ... wrote and compiled this package).
ContributionsRosen, Carl., Local Government Training Board.
LC ClassificationsBF575.A85
The Physical Object
Pagination1v.(loose-leaf) :
ID Numbers
Open LibraryOL15373432M
ISBN 101852450525

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Dealing effectively with aggresive and violent customers by Roger Hayes,Local Government Training Board edition, in English. To deal with aggressive customers, start by staying calm, maintaining eye contact, and listening to the customers’ complaints. Additionally, ask questions to best understand the problem and to show the customer that you’re truly interested in listening and helping%(40).

Below are nine keys to dealing with confrontational and hostile people, with excerpts from my book (click on title): “How to Successfully Handle Aggressive, Intimidating, and Controlling People.

So that we are all on the same wavelength, it helps to clarify the terms we are going to use throughout the book. Angry behavior is not always the same as hostile or abusive behavior, and we need to know the difference, since it affects how we deal with people.

Anger. Anger refers to an internal state (a feeling) experienced by the person in. 7 Rules For Dealing With Angry Or Aggressive Clients Tagged on: customer service dealing with aggressive people dealing with angry customers Emotional Intelligence Andy Smith Ap Conflict Resolution, Customer service, Emotional Intelligence, Self-Management, Work 1 Comment.

Dealing with aggressive and angry customers effectively is tough but a vital skill for all customer service personnel and the tips outlined above will help you to deal more effectively with them.

However our Dealing with Difficult Customers and Situations in house Training Course equips delegates with the skills to: Manage customer expectations. Sadly, this is something many of us know all too well, especially those who have been confronted by angry customers in the workplace.

We have put together some tips on how best to deal with people who are behaving aggressively to help defuse the situation and maintain the safety of not just yourself, but those around you. Dealing With Highly Aggressive, Intimidating Customers.

by Leonard L. Given. Every member of the sales team who has been out in the field for even a short period of time has probably run into the take-charge, opinionated, and sometimes demanding customer.

For some of us in sales the reaction is, "GREAT!. Here are ten tips for dealing with customers and delivering excellent customer service: 10 Tips for Dealing with Customers 1.

Listen to Customers. Sometimes, customers just need to know that you’re listening. If they’re confused or have a problem, by lending a listening ear, you’re showing that you care and that you’re not dismissing them.

When dealing with difficult people, our immediate urge is to jump to our own defense. Today, there are smarter moves to make when dealing with. Notice how the person makes you feel. Dealing with a passive-aggressive person can make you feel frustrated, angry, and even despairing.

It may seem as though there is nothing you can say or do to please the person. You may feel hurt by being on the receiving end of passive-aggressive behaviors%(20). near-violent incident took place, you certainly may benefit from support, even if it is just talking about it.

If a stressful incident leaves you lacking energy or a positive attitude, contact your employee assistance program for EDealing-with-Angry-Customers Author: FryDFile Size: 68KB.

Maintain a relaxed posture e.g. open hands by each side with palms forward, little eye contact. Maintain observations. Be prepared to protect self from harm. Do what the client says. Minimise speech but try to keep the individual speaking rather than acting out their violence.

If they become calmer suggest they put their weapon down. If they do. How to Handle Aggressive Customers. Webucator provides instructor-led training to students throughout the US and Canada.

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This guideline has been developed with reference to NSW Ombudsman office policies, and equivalent policies from other public sector agencies: in particular, NSW Housing’s Policy and procedures for the prevention and management of aggressive behaviour (); the former NSW RTA’s Managing aggression and violent behaviour at work (); NSW Parliament’s.

Working Effectively with the Angry, Critical Client: Real World Solutions to Help You Get the Job Done Steven Flannes, Ph.D., Flannes Associates, Oakland, CA ABSTRACT The angry-critical client causes more personal anguish and work disruption for the knowledge professional than do complex technical Size: 98KB.

3 HANDLING DIFFICULT CUSTOMER SITUATIONS •Most customers are pleasant, calm, and appreciative of analysts’ efforts •There are times when customers become upset, angry, and demanding •These difficult situations can be extremely stressful •You cannot control your customers’ behavior •You can control your response to their behavior •You can develop the.

Sticking it out requires a strategy for dealing with difficult people, self-restraint and an ability to keep power in the relationship.

The sales professional must learn when to. How to Kill Fear When Dealing with Aggressive People. By Peter Murphy The book, Feel the Fear and Do It Anyway by Susan Jeffers is regarded as a self help classic. Have you read it. I read it many years ago and I was disappointed by the content of this book that has helped a lot of people take control of their fears.

Why. Our dealing with difficult people courses are one of our popular courses as it effectively demonstrates how to neutralise problem situations in the workplace.

It covers a wide range of scenarios that occur in the workplace such as; working with aggressive people, disagreeing with others, handling bullies at work, dealing with ignorant people at work and. Dealing with Difficult Customers and Situations Course Aims: Occasionally customer facing staff have to deal with frustrated, aggressive or difficult customers and this course is designed to equip them with the necessary skills and confidence to deal with these situations effectively.

Dealing with violence and aggressive behaviour in the workplace. Ideally no-one should face aggression or violence in the workplace, but in reality many people do. For some it will be an occasional hazard they face, while for others it can be a more or less daily occurrence.

Regardless of the frequency with which the issues arise, we all have. Strategies for Dealing With Angry People. It's useful to know how to calm angry people down. When you can defuse someone's anger, it can enhance your professional reputation, and it can help you deal with people who struggle to manage their emotions.

Use the strategies below to deal with angry people. Stay Safe, and Involve Others. Being diagnosed with a serious illness, experiencing severe pain, and feeling frustrated about being confined in a hospital can make any patient easily agitated and angry.

And when that patient starts to take his frustrations out on the entire healthcare team, you need to know exactly what to do to ease the situation. Here are [ ]. There are methods that can help you to effectively handle difficult customers, reduce their anger and engage in conflict resolution.

Below is information borrowed from the field of psychology, a profession that specializes in interacting with difficult individuals, reducing their distress and repairing the relationship. Dealing with Customers Who Are Bullies and Rude - earning their respect and having equal status - Duration: Jeff Mow views.

This Is How To Win With Passive-Aggressive People: 5 Proven Secrets *** Before we commence with the festivities, I wanted to thank everyone for helping my first book become a Wall Street Journal bestseller. To check it out, click here. Passive-aggressive people. Identification is the first step toward dealing effectively with him.

THE PASSIVE-AGGRESSIVE PROFILE The passive-aggressive man may pretend to be sweet or compliant, but beneath his superficial demeanor lies a different core. He's angry, petty, envious, and selfish. He's often not as good as he pretends to be, but neither is he as bad as he /5(). Preventing Violent and Aggressive Behaviour in Healthcare: A Literature Review (OHSAH) i Table of Contents Review of Literature Summary Tables of Evaluation Articles Table 1 Environmental & Administrative Interventions Table 2 Training Interventions Table 3 Post-Incident Interventions Background Criteria For Evaluating Violence Prevention File Size: 2MB.

Managing a client who is angry or aggressive. If a client becomes aggressive, threatening or potentially violent, it is important for service providers to respond in accordance with the policies and procedures specific to their service.

It is also important for service providers to have knowledge of how to respond to challenging behaviour. AGGRESSIVE CUSTOMERS In all instances of dealing with aggressive people, the main priority is to ensure personal safety and the safety of others.

Aggressive people can be unpredictable, so encourage staff to be cautious at all times. Assess the situation and remain calm.

The early stages of any confrontation are always the most dangerous. ABOUT. Failing to deal with violence at work or aggression in the workplace results in problems for staff and you have a legal duty to protect your staff from this. If you or your staff have to deal with people who do not get what they want, you will know how they can soon show their anger and become aggressive.

Customer Service 5 Tips to Effectively Deal With Difficult Customers Your customers can certainly be wrong or difficult but you have to find a way to : Rhett Power. How to Handle Difficult Patients When dealing with difficult patients, it helps to watch your language as closely as possible to prevent the situation from escalating.

Usually difficult, angry and manipulative patients will attempt to draw you into a shouting match, pull on your own angry emotions, and attempt to bait you into becoming verbally Author: Lynda Lampert.

Understanding and dealing with resident aggression Exploring the extent, causes, and impact of aggressive outbursts and how to handle them BY STEPHEN SOREFF, MD, AND DAVID SIDDLE, PHD From time to time, residents can become aggressive and, yes, violence does happen.

However, these aggressive outbursts can be understood and, in many cases. Building Your Resilience To Handle Difficult Clients In turbulent times, the need to build resilience in handling difficult customers is greater than ever. How you choose to handle those customers can make all the difference between creating a satisfied customer versus the scenario in which the customer walks away angry or upset.

While you cannotFile Size: KB. Dave's newest book, How to Deal with Difficult Customers, should be #1 on your reading list and here's why: Dave not only cuts up the classic argument that the stubborn, obnoxious and belligerent can't be sold but also shows you step by step exactly how they can actually help you meet your sales objectives/5(12).

Dealing with Abusive Behavior and. Difficult Situations. Contra Costa AIDS Program Final What follows are definitions of abuse and difficult situations and methods of assessment and possible interventions. Case conferencing and team In dealing with potentially violent clients, it is critical for the medical case manager toFile Size: 54KB.

Give Employees the Tools They Need to Know How to Deal With Difficult Customers. When it comes to handling stressful situations at work, employees may lack the authority, guidance, and skills they need to make appropriate decisions when dealing with er the much-publicized forcible removal of a passenger, Dr.

David Dao, from a United Airlines flight on April. with difficult Customers Dealing with customers frustration quickly and professionally are all part of providing a high quality customer service level. Everyone has his or her own personal customer service nightmare story. So it’s easy to understand how a customer may perceive things.

The Crisis Prevention Institute recommends approaching the aggressive person in a calm manner and speaking to him respectfully, keeping the tone of your voice low 1.

If you don't know him, introduce yourself. Ask him what you can do to help. Maintain a non-judgmental attitude at all times and focus percent of your attention on him.

Let him.Dealing with difficult customers can be challenging. But if you handle the situation well, you may even be able to improve your relationship, and create further opportunities.

Make sure that you listen actively to his problems or complaints, and resist the urge to .Dealing with or being subjected to violent behaviour is not considered to be a failure on the part of any employee and you should feel confident to report it to us.

Every member of staff should become familiar with Health Board’s DATIX Web reporting .

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