Responding to Verbally Aggressive Customers

Course Aims:

This course is designed to equip staff with the necessary skills, techniques and confidence to deal with customers who are angry, upset and challenging.

It will help them to resolve situations proactively, to maintain positive relationships and continue to deliver a professional and caring service when subjected to strong emotions in others.

Course Objectives:

At the end of this course delegates will be able to:

  • Understand the hidden rules of verbal aggression and to be able to adopt positive mindsets in response
  • Recognise when a situation may be turning difficult
  • Use proven tools and techniques to defuse those very challenging situations


  • 1 day/In house or consultant facilitated virtual course / online training session(s)

Course Contents:

  • Our own experiences and how they affect us
  • Recognising the early warning signs
  • What are they after (the importance of having a clear outcome)
  • Exploring what works and what doesn’t (and why)
  • Understanding impact and influence
  • Choosing a positive mindset, not being the enemy!
  • Some hidden rules of verbal aggression
  • Bait and how it is used to get you hooked!


  • A brief introduction to the Parent/Adult/Child ego states (Transactional Analysis)
  • Staying calm, breathing and demonstrating empathy (Emotional Intelligence)
  • Understanding Confidence Levels
  • Focussing on the key verbal, vocal and visual communication
  • How Hostage Negotiators influence their ‘customers’
  • Deflecting and redirecting verbal attacks (Verbal Aikido)
  • Preparing for a future difficult encounter
  • Taking the Learning Forward


We are a leading edge provider of leadership and management development interventions, talent assessment services and formal training courses.

What Our Clients Say

"Developing People delivered 4 ‘Responding to Verbally Abusive Customers’ sessions in person at our head office. From start to finish Developing People have been brilliant, listening to our needs, providing an excellent training course on the day, ensuring attendees received their certificates promptly and most importantly delivering a fit for purpose course. The feedback from attendees has also been really positive – one saying ‘it’s the best course they’ve ever been on’ – high praise indeed!" ...... JACKIE VATER, SERVICE DELIVERY MANAGER, WEST YORKSHIRE COMBINED AUTHORITY
Our Offers
Covid 19 has certainly brought its own challenges but there are opportunities too. We specialise in face to face training that is engaging, integrated and business relevant. The majority of our courses can also be delivered virtually. We believe that good leaders recognise the importance of investing in their people especially during tough times so please look at our offers page to find out how we can support you.