Description

The expression of criticism, insults and threats, the manifestation of incivility towards professionals in contact with clients are increasing. This training in managing customer aggression allows participants to take a step back and acquire tools to help them better control their emotions, defuse the escalation of violence, and reestablish positive communication. Participants practice identifying warning signs of incivility. To better prevent and control it.

Who is this training for ?

All professionals working face-to-face with clients/public.

• None.
• Those working with customers over the phone are encouraged to take training "Handling difficult customer calls effectively" (ref. 7128).
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Training objectives

• Know yourself better in the face of customer aggression.
• Acquire the appropriate communication tools.
• Recover your serenity after incivility.
• Prevent and anticipate escalation.

Training program

• Better understand aggressiveness in customer relationships
  • Name situations of aggression: from incivility to customer violence.
  • Identify the factors of aggression: individual, social, commercial.
  • Observe your own experience and that of the client in the face of aggression: perceptions and emotions, representations and opinions.
• Dealing with a situation of incivility: the ERIC method
  • Listen and hear the message: de-escalation.
  • Summarize the relevant elements to take into account.
  • Reformulate what is problematic to calm things down
  • Involve your interlocutor in the search for solutions.
  • Confirm decisions.
• Maintain and regain calm during a difficult customer situation
  • Maintain your emotional stability: breathing and posture.
  • Know how to call on third parties.
  • Dare to communicate, talk about it: debriefing with yourself, your hierarchy , colleagues.
• Prevent the risks of customer incivility and better anticipate them
  • List the situations that arouse dissatisfaction and anger.
  • The micro-signals that are precursors to a manifestation of incivility.
  • Act to prevent: the tools.
  • Use the strength of the team to manage customer incivility.
• Remote activities
  • Three e-learning modules: "The impact of emotions in a professional situation. Go. A" ; "The impact of emotions in a professional situation. Go. B" and "Control your emotions".