Commercial Training Course

Dealing with Difficult Face-to-Face Conversations


Staff who are required to deal with challenging conversations with customers and service users face-to-face

Learn how to communicate effectively face-to-face and how to de-escalate challenging conversations

How this will benefit you

On completion of this Dealing with Difficult Face-to-Face Conversations course you will be able to:

  • Understand how to appropriately and effectively respond to anger and aggression
  • Identify how to effectively plan for managing angry and aggressive people
  • Utilise strategies to diffuse and calm anxious and aggressive people
  • Remain calm and composed to ensure the most positive outcome
  • Recognise that the way you respond will impact on their response to you
  • Interpret body language and be more aware of the signals that you are projecting

If you would like to find out more about our Dealing with Difficult Face-to-Face Conversations courses get in touch and we will put together a bespoke training programme for your consideration.

This course is delivered by a trainer who has real experience of managing violence and aggression in a broad range of settings

2Resolve delivers training that works effectively in real situations