At one time or another, everyone has to deal with irate, rude, impatient, persistent, or aggressive people. They include complainers, unreasonable and irresponsible people, hostiles, passive aggressive people, sarcastic people, those who use the silent treatment, upset people who use foul language, and others with whom we experience difficult interaction. This workshop presents useful techniques to be used in a variety of difficult situations.


By attending this virtual workshop, you will –

  • Learn how to deal with angry, rude and upset people with confidence
  • Know how to stay calm and professional during stressful situations
  • Understand how to defuse difficult situations


  • Causes of aggression – Dealing with perceptions and expectations
  • Acceptable and unacceptable levels of behaviour
  • Understanding our own behaviour and its effect on others
  • The role of active listening when dealing with angry customers
  • Strategies that effectively diffuse difficult situations
  • Options instead of saying ‘NO’
  • Essential skills for not getting emotionally hooked
Have a question?

Let’s get this conversation started. Tell us a bit about your requirements and we’ll be in touch.

“Very kind and helpful presenter, it was interesting learning about positive and negative language use and I definitely have been more conscious of my use of this, not only with customers but also within my personal life too! I felt positively refreshed and reset after a long period of time stuck within the same 4 walls working from home. Thank you.”

Tendring District Council

What you need to bring for these courses when delivered as a virtual classroom.

For virtual classroom courses, you will need:

  • Computer with Internet Access
  • Microphone and Headset
  • Webcam
  • Microsoft Teams
  • A dual monitor setup is recommended for IT training
Upcoming Courses
Get in touch via our contact form or call us on 01473 414 414