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Managing Unreasonable Conduct (Longreach)
Course content
The course promotes a straightforward approach to preventing and managing unreasonable conduct.
It examines the various categories of unreasonable
conduct, what it is and why it happens. The course
addresses unreasonable behaviour received by
phone, face-to-face and in writing and provides
practical strategies to prevent and manage
unreasonable conduct.
Course outcomes
Participants will be able to:
- understand what unreasonable conduct is
- identify early warning signs
- apply strategies to prevent and manage the conduct
Benefits to you and the organisation
- increase staff confidence to deal with difficult client behaviour
- equip staff with various strategies to prevent and manage unreasonable conduct
- promote best practice customer service
Who should attend?
- frontline staff
- complaints officers
- managers and supervisors
- anyone who is in contact with customers/public