Managing Customer Aggression Course for Retailers - Expression of interest |
Australian Retailers Association (ARA) is launching FREE (or low cost) SIRXCEG008 - Manage disrespectful, aggressive or abusive customers course.
The ARA via its registered training organisation, the ARA Retail Institute, is now in discussion with state-level training departments to ensure this vital skill-set is listed on the funded course list. We hope any fee-contribution considered will be low or no cost to students.
This course has been established in recognition of the impact of aggression and traumatic events in the workplace - factors that increase the risk to work-related stress. This Nationally Recognised skill set is designed for all customer facing workers in Retail and Hair & Beauty industry sectors.
Topics covered:
- How to identify potentially disruptive customers
- How to implement actions to defuse and de-escalate potential conflict
- How to manage disrespectful, aggressive or abusive customers
- How to document and report incident
- How to manage the personal impacts of disrespectful, aggressive or abusive customer behaviour
Course Structure
- Self-Paced – Pre-reading of course materials
- Interactive Online Delivery facilitated by a retail specialist trainer
- Practical Demonstration in simulated environment / workplace
- Upon completion, learner will receive a Statement of Attainment in SIRXCEG008 as part of the SIRSS0022 (Manage disrespectful, aggressive or abusive customers)
Potential time commitment
- 1 – 2 hours Pre-reading
- 3 – 4 hours Online Theory Training
- 1-hour Simulated skill assessment / practical demonstration
You are invited to fill in the survey below to get better understanding of your business needs about the course.
Thank you for your participation
Thank you for your participation