Aim

To provide participants with the knowledge and skills to be able to deal with situations where customers are behaving in ways that can become difficult to handle.

Objectives

During the session participants will have the opportunity to …

• review the key aspects of aggressive, non-assertive and assertive behaviour including the consequences of each behaviour type
• identity how assertive behaviour can be used to manage the aggressive or non-assertive behaviour of others
• consider the “myths of assertive behaviour”
• consider the approaches to handling situations involving conflict; avoiding, accommodating, compromising, collaborating and competing
• review the key skills of questioning, listening, giving and receiving feedback
• identify examples of difficult customer behaviour
• consider how to handle difficult customers including using the Central Criminal Court internal guide
• consider how the way situations are handled can be evaluated and “lessons learnt” captured  
• practise their skills

The event will be participative with a variety of training aids used to cater for the differing learning styles likely to be present in the group. Respecting the need for confidentiality delegates are invited to share their experiences in this area and to ask questions at any time.