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

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* 1. Contact Details

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* 2. Will you and/or your staff members be interested in attending the course?

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* 3. How many staff members will be attending the course?

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* 4. Please indicate your business location

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* 5. Other comments

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