Overview:

Staff in customer-facing roles are no doubt used to dealing with challenging customer behaviours, but during the current uncertain and anxious times when pressure is at an all-time high, many staff and customer interactions are playing out in a “pressure cooker” environment. Drawing on principles from organisational psychology, consumer psychology and neuropsychology, this webinar is designed to help customer service representatives understand how and why aggressive behaviour can arise and how steps can be taken to prevent and/or manage such behaviour. Skills obtained during this webinar are not only fundamental to customer service settings but can be applied in a range of other work and social settings.

Participants will have the opportunity to:

• Understand aggression, frustration and anger and how it builds in customer/client contexts
• Identify, and take preventative action around, risk situations
• Exercise advanced communication skills highly beneficial in customer service, negotiation and many other facets of life
• Self-manage their own feelings of frustration
• De-escalate conflict

This webinar also provides the opportunity for participants to direct specific questions to the presenting Registered Psychologist for an individualised response.