Dealing with Difficult Clients Details: This course is designed for ‘front-end’ staff that may deal with difficult clients in person or over the telephone. It will also assist staff conducting interviews or client visits where clients may become angry or aggressive. All course materials have been developed with consideration for Health and Safety legislation throughout Australia. This Course Covers: Health and Safety Legislation Client Profile Anger - Reasons Clients may become Angry Aggression - Difference to Anger Communication Skills Listening Skills Body Language Issue Resolution Interview Techniques Room Set-Up Staff Behaviour Client Visit / Off-Site Service Provision Information Safety Equipment Duress Alarms Security Cameras Incidents  A Certificate of Attendance is issued following completion of the course.  Duration: 3 hours Maximum Participants: 15 Cost: Checkout Please note that the date and time you propose may not be available. SOS will contact you to confirm the date and time of your training. Want to book now and pay later? Fill in an enquiry form