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One of the projects our training consultants have engaged in is supporting medical centre staff handling difficult patient situations. Syd, Chris and Kevin delivered training for front line surgery staff in how to deal effectively with difficult and aggressive patients. Receptionists are finding that they are required to learn conflict avoidance skills as some patients become more demanding. This behaviour is not restricted to surgeries. We have also trained and supported people working in the hospitality industry, transport, chemical plants and local authorities where their employees encounter aggressive and sometimes hostile behaviour

There isn’t an "off the shelf" package for conflict management. Our clients working on public transport who are faced with abusers have no escape route, whilst for those in call centres and operating help lines, verbal abuse can be extremely stressful. Staff working on buses and trains need to learn different skills to those working in a reception area or those answering telephone calls.

Syd Strike Training Solutions has designed and delivered bespoke courses to cater for several types of aggressive and hostile situations. We have also written training programmes for our clients own trainers to deliver in company.

The first skill in conflict avoidance is to ‘remove the time bomb'. Syd Strike’s "Hostility Chart" demonstrates how people can quickly move from their comfort zone to a hostility zone if your employees do not recognise and remove the cause of frustration. Incidentally sometimes the employee is the cause! Employees need to learn how to recognise the signs of frustration, identify the ‘time bomb’ and remove it before it explodes. They then need to know how to problem solve and win back the customer.

Hostile Behaviour Chart
(Begin reading from the bottom of the chart)

Remove the time bomb quickly and avoid pushing people up the hostility chart.

Click here if you would like more information on our training solutions for dealing with aggressive and hostile situations

Please ask us about:

• Train the Trainer
• Presentation Skills
• Influencing skills
• Positive thinking