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Dealing with Aggressive Clients

Overview
This is a proposed outline for a workshop on how to deal with aggressive clients. If this outline does not cover all of the topics you would like to see addressed those topics can be added and if there are topics covered in this outline that you feel are not applicable to your work environment, those can be revised or deleted.

This proposed workshop is designed to help front-line staff gain an understanding of their own conflict resolution style and how to best make use of that style, or modify it effectively, when dealing with aggressive clients.

Objectives of the course

• Define what is conflict
• Determine why conflict happens or why do clients get upset
  • Characteristics of Conflict
  • Non-Verbal Communications
• Determine why do we need to manage conflict or calm our Clients
  • Costs associated with conflict
    • Direct Costs
    • Productivity Costs
    • Relationship Costs
    • Emotional Costs
• Identify five Conflict Management Styles and when it is best to use each
  • Avoid - Persuade - Accommodate - Innovate - Negotiate
  • Conflict Management Style Self-Test
• What can we do to calm and satisfy our Clients
  • Understand the six steps of the Conflict Management Model
  • Non-Verbal Communications
  • Guiding Principles in Handling Conflict
  • A Problem Solving Approach to Handling Conflict
  • How to disagree ... and reach agreement

Intended Audience
Anyone who deals with people on a daily basis. Depending on the audience, the perspective of this course can be adjusted to meet their specific needs. For example if the group has any specific situations in which they tend to find themselves, the case study can be built around those situations. Otherwise the case will be from the perspective of any two people who are experiencing a conflict.

Course Format
Participants will learn through videos, lecture, self-evaluation and exploration, discussion, and group exercises.

Duration
Depending on the needs of the client this course will normally be about 8 hours in length.

It can be run as One full day, Two 1/2 days, or Three 2-3 hour sessions. The course can be run any day of the week, including weekends, or over 3 evenings, whatever works best for the client's schedule.