Managing Difficult Customers: Practical Training (Malvern)
Location
About
This practical training designed to help customer-facing staff manage challenging, aggressive or high-risk situations with confidence.
The session will focus on physical and psychological safety, with practical tools to help staff identify early warning signs, use de-escalation techniques, assess risk, respond safely in the moment, and recover after an incident. The training follows a simple Plan, Respond and Recover approach and is tailored to the real-world challenges faced by local businesses.
Topics include:
- situational awareness and early warning signs
- de-escalation and non-aggressive communication
- managing low, medium and high-risk situations
- tactical withdrawal and safety planning
- post-incident response and self-care
Free to businesses in the City of Stonnington.