marcusevans australia conferences

Overcoming Aggressive Customer Behaviour

Mediating conflict between your employees and customers for improved workplace safety and morale

25-26 Nov 2019
Sydney, Australia

Why You Should Attend

Overcoming Aggressive Customer Behaviour

Are you ever involved in situations where you have to deal with difficult, angry or aggressive customers? Do you wish that you could handle these situations in a way that is less stressful for all concerned? Recent Australian surveys have identified 80% of fast food employees have experienced abuse from a customer at work in the last 12 months and 28% of healthcare personnel experienced physical abuse by a customer. In the past 5 years, this violence in the workplace has become an increasing problem, and employers should be aware of what they can do to prevent it, as well as the various legal responsibilities and restrictions imposed on them.

Handling violence and aggression in the workplace is easier when you know what to do. This course on Occupational Avoidance: Overcoming Customerís Aggressive Behaviour will provide you with the knowledge and skills to deal with these troubling situations. This unique training is tailored to empower you to take a planned and practical approach in volatile situations. Get your team to make bold decisions under pressure and be more assertive in unforeseeable circumstances. Whether it is an unruly patron or a stubborn customer, equip your team with pre-planned strategies to handle these occurrences. Prepare and prevent, donít repair and repent!


Key Topics

  • Different Causes of Conflict and Aggression in the Workplace
  • Conducting a Risk Assessment to Determine How Problematic “Violence in the Workplace”
  • Creating a Policy Statement and Reporting System From a Top Down Approach
  • Stopping the Escalation of Aggression
  • Recognising a Potential Threat and Where Staff Safety May be Endangered

  • Why Choose marcus evans Conferences?

    marcus evans specialises in the research and development of strategic events for senior business executives. From our international network of 63 offices, marcus evans produces over 1000 event days a year on strategic issues in corporate finance, telecommunications, technology, health, transportation, capital markets, human resources and business improvement.

    Above all, marcus evans provides clients with business information and knowledge which enables them to sustain a valuable competitive advantage and makes a positive contribution to their success.

    Voice of Our Customers
    • “Excellent content, very practical, great interaction between participants, thought provoking and facilitator is extremely knowledgeable.” Reward and Organisational Excellence Manager Vodafone
    • “The 2 days were like eating a Macadamia Nut. A hard task but the result is satisfying. “ MCS Co-ordinator Sikorsky Helitech
    • “Good at giving examples / facts to prove or support the information given.” Operations Manager St. Vincent’s Hospital Sydney
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    Event Contact

    For all enquiries regarding speaking, sponsoring and attending this conference contact:

    Miss Bernardine Michael - Regional Director (Digital,Media & PR) APAC & MEA

    marcus evans Kuala Lumpur , Suite A-20-1, Level 20
    Hampshire Place Office, 157 Hampshire, 1, Jalan Mayang Sari
    50250 Kuala Lumpur

    +603 2603 2597
    Fax: +603 2603 2597