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The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Dealing with challenging customers


• Equip you with knowledge and skills for understanding and dealing with challenging, angry and upset customers

• Explore and manage associated risks to develop your resiliency

Learning Outcomes/objectives

• Understanding aggressive and assertive behaviour, based on the stimulus and response model

• Using a 5 step method to manage risk at each stage

• Knowing boundaries and when to walk away

• Effective body language and verbal communication in dealing with conflict situations

• Understanding your stress levels and developing a resiliency toolkit

• Self-awareness, emotional intelligence and transactional analysis

• Case studies and following sound procedures

Who should attend

Anyone working with customers on the frontline role or managing staff

Trainer Info

Nitin Parmar

Dates & Locations

21 July 2017, Shipley


Member price FREE

Standard price £199 + VAT

Terms and conditions

Members: Click on Login to book and enter your username and password.

Non-members: Click on book and register your details.

If you experience any difficulties please call us on 02476 851700 - option 2 or email us at .

Payment: You can request that we invoice your employer or make payment via credit/debit card. Please note all invoices must be fully paid before the event takes place.

The delegate price includes a comprehensive delegate pack, handouts, all refreshments.



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