Create safer and more resilient staff when dealing with aggressive and abusive customers
A preview of our delivery style and content
QRT has created this online conflict resolution course, with additional modules to help keep you and your team safe. With over ten years in onsite training, we now bring that safety & security expertise direct to you online.
“QRisk have created a fantastic programme that speaks to everyone whether it be in the workplace or on a personal level. They have a very collaborative approach to creating the programme which meant we could really tailor it to our people and work environment. Their communication was great which really helped us with getting staff engaged for ‘go live’’ Greta at TRG Imaging Nov 2021
Getting to Grips with Difficult Customers
+ Situational Awareness as a foundation life skill
As an employer who cares, you want to make sure that your people have the skills to respond appropriately to abusive, angry and aggressive customer type incidents occur. These incidents are on the increase globally and the best tool you can give your team is skills and confidence that make them more resilient, in dealing with them.
Situational Awareness taught as a life skill with a focus on aggressive customers gives you this.
“This was a great course that was well thought out, put together and very relevant for the team I manage”. People Leader WA
Health Safety & Security Champions and People Leaders
Contact us directly and see how we can put together a bulk pricing package for your company.
Want your message, your logo, your champions to front this course - No problem, we are super agile, and can animate, record and insert your messages - You will then have an enduring co designed situational awareness course, that’s truly unique to your organisation
Course Overview
We understand risk exists and difficult customer situations are on the increase.
Clients tell us that through our courses they learn simple strategies and tips using situational awareness and our conflict resolution model to keep them safe at work and beyond.
This course is completed online at your own pace, and is a nice mix of video, animation, story telling with some easy chapter quizzes to help lock in the learnings. There is also a free downloadable worksheet for team course discussion and debrief.
Chapters
Chapter One - A course welcome
Chapter Two - It’s a risky world - understanding risk in your environment
Chapter Three - Being situationally aware - working up your risk model framework
Chapter Four - Situational Awareness - Life skills guiding principles
Chapter Five - De escalation and conflict resolution
Chapter Six - Next steps
Course Outcomes
Our learning outcomes for participants on this course are,
Demonstrate how engaging situational awareness reduces risk and injury in the both the workplace and beyond
Demonstrate an understanding of the difference between upset customers and aggressive customers
Demonstrate an ability to employ the QRisk CLAW model to manage difficult customers
Apply the practical Q6 risk framework to identify, reduce and stay safe when confronted with aggressive customer situations
Chapter Overviews
Chapter One
A course welcome, providing backstory and context. It’s there to set the scene and to get the participants to reflect on the risk in their world and think of their current capacity and capability to deal with risk based situations, both at work and beyond.
Chapter Two
It’s a risky world - An opportunity to understand what risk is in your environment and in your world
Defining & measuring risk
Understand how our body responds under stress and risky situations
Define what Situational Awareness really means
Chapter Three
Being Situationally Aware - It’s no good just understanding its definition, in this chapter we explore how to adopt it through our risk framework
Your risk plan
Adopting RSTOPA on a daily basis
How to work through any situation anywhere
Chapter Four
Situational Awareness - Daily habits to live by. Adopt these guiding principles and practice them on a consistent basis and it goes a long way to turning habits into life skills. Skills for the workplace and beyond
Be a hard target
Spheres of influence
The power of what if conversations
Chapter Five
Dealing with aggressive customers. Your personal safety and security is absolutely the priority. In this chapter we learn some simple tools to de escalate upset or angry customer and help lessen the chance of them becoming aggressive.
We then look at the situational awareness strategies through case studies on what to do if they become aggressive.
Chapter Six
A course summary where we wrap it all up and provide you with tools and resources to take away and help cement the learnings.
Situational awareness, the single greatest skill you can acquire for your personal safety and security. Nothing is more important, at work, in travel, in life !
Noreen’s Story - A QRisk Case Study
We are so proud to have Noreen as a QRisk ambassador. Through the telling of her incredible story, the principles of our situational awareness course come to life - put yourself in her shoes what would you do ? Noreen has an ongoing relationship with us, and even appears at the odd presentation, to help tell her story as a way to educate others in the value of Situational Awareness training. Her key message is "follow your gut instinct", when a situation doesn't feel right, it isn't. Then put a plan in place and ACT.
Gutsy Noreen nails attacker
“I had the power to change the course of events that afternoon. That gut instinct when you see something and it just doesn’t feel right.
Survivor uses her story to educate others
The QRisk training course provided me the skills to identify risk, put in place simple strategies and make good decisions. It won’t happen a second time!”
Noreen is here co presenting to a group of high school students - learn through story.
What our Clients are Saying
“She re-told Noreen's story which obviously made a big impact on her. A fantastic outcome from our perspective Paul, she will certainly be making better and more informed, thoughtful choices. Many thanks for the empowerment and skills you have given her.
Miranda Harcourt
“Probably the best training I have been to. Great leaders running the session, very approachable and down to earth. I wouldn't change anything”
Fund Manager Sydney 2019
“I’m going to summarise everything in one word: Fantastic! The course was a brilliant opportunity to consider situations outside our working environment as this has certainly made me more aware in my personal life as well. A really good opportunity professionally and personally.
Caroline - IAG NZ
As featured in
Experience this course today
Enrol today to get:
The Aggressive Customer - Situational Awareness Course - six chapters of quality online training content from an experienced and credible facilitator
Bonus One: Free downloadable course e-booklet to help you continue to help you deal with aggressive customer situations.
Bonus Two: Free downloadable reflection worksheet - for you and your team to debrief the key course takeaways and share ideas to keep you safer and more situationally aware.
Bonus Three: Risk free - Money back if not 100% satisfied (within 7 days).
Read our QRisk Training Insights
Contact us
Phone: +64 21 2010871
PO Box 301779, Albany 0752
Auckland, New Zealand