Winning Over Difficult Customers in the Public Sector - Defusing their Hostility


Books-white 2 Day(s)  Coin-white $381.00
  Regardless of their role, public officers who deal with customers face the challenge of managing frustrated customers on a daily basis. These frustrated customers can turn out to be verbally abusive or hostile, which is often due to misunderstandings surrounding the situation. ​ Fortunately, there are various skills which can assist you to take control of the situation and defuse angry customers. You will learn new methods to get to the heart of the problem. There are few things more satisfying than successfully dealing with an angry customer to achieve a mutually satisfying result for both your customer and your organisation. You will be shown ways to keep a friendly yet professional attitude; display genuine interest and concern, calm the customer, acknowledge the situation, listen empathetically, focus on the problem, get specific details and solve it.  
  By the end of this course, you will be able to: • Apply defusing principles to guide your actions and develop skills for defusing hostility • Use strategies and tactics to gain control over hostile interactions and counter customers’ attempt to intimidate you • Create a cooperative climate when faced with angry customers, through the use of cooperative language and techniques to acknowledge their feelings • Discuss what supervisors can do to support referral and effective defusing  
  • Unique challenges in the Public Service - What service excellence is not • The nature of angry, hostile and abusive behaviour - The bait concept: What angry people need and want - How angry situations escalate: The escalation/crisis cycle • The CARP system to guide your defusing efforts - Principles of defusing • The art of self control - Useful tactics and strategies • The art of cooperative language - Cooperative and calming words vs. confrontational and challenging words • Acknowledgement tactics - Empathy statements and listening responses • Verbal self defence techniques - Verbal statements or questions you can use to interrupt a hostile person’s verbal attack • Countering non-verbal intimidation - How a hostile person uses nonverbal behaviour to apply pressure and your counter-measure strategies • Referral techniques - Referring to supervisors or third party: doing it right • Time-out! - Strategies to help angry customer regain self-control • Problem solving tactics • Assertive limit setting - How to enforce limits on hostile behaviour • The extra responsibilities of managers and supervisors - How to support effective defusing and how to effectively reverse employee decision • Special situations - Telephone hostility; dealing with threats; team approach to defusing hostility • Role-play practice - Sharpening your actions and strategies to handle difficult customer situations  
  Chua_bee_choo_sep3_2017   Vanisa_lee  
  Chua Bee Choo   Lee Lay Peng, Vanisa  

Chua Bee Choo conducts training mainly in the areas of customer service and personal effectiveness. Her areas of training include Customer Service, WITS/IQC, Emotional Intelligence, Time Management, Managing and Motivating Frontline Staff for Service Excellence, Working with Difficult People and The 7 Habits of Highly Effective People.

Ms Chua’s experience comes from years of working with people from different industries, both from the private and public sectors. Her forte in customer service comes from her practical experience in dealing with customers at the front counters and call centres, as well as developing and implementing service policies and initiatives; such as setting service standards, conduct service audits, evaluating performance and implementing the integrated rewards system for the organisation.

She holds a Master of Education in Training and Development with the University of Sheffield, Bachelor of Arts (Hons), Diploma in HRD, Associate Diploma in Customer Service (USA) and the Associate Diploma in Public Speaking (LCM), a Certified Trainer for the Disc Profiling System, Certified Trainer for the 7 Habits of Highly Effective People, Certified Six Seconds Associate EQ Trainer and Certified Stress Management Consultant. She has also attained ACTA certification awarded by WDA.


Vanisa specialises in soft skills training particularly in the area of service excellence and people skills.

She has many years of experience teaching and facilitating adult learning in both government and private sectors. Her early careers were in human resource, organisation development and culture.

Vanisa holds a Master of Education degree from the University of Southern Queensland (Australia), a second class honours (upper) degree in Social Science from the National University of Singapore (Social Work), a diploma in Training and Development Management from the Institute of Training and Development (UK) and another Diploma in Teaching of English as a Second Language (TESOL).

She is a certified teacher for the Spalding Method to Literacy. She is qualified to administer in Personality Profiling System (DISC) and Six Seconds Emotional Intelligence (EQ). She possesses Workforce Development Agency (WDA)’s Work Skills Qualification- Advanced Certificate in Training and Assessment (WSQ-ACTA). Vanisa is also trained by Harvard Professor Robert Kegan to facilitate personal/group development using the Immunity to Change Approach.

Vanisa is recognised by Institute of Adult Learning Singapore as an Associate Adult Educator.

Date Time Address Available Slots Class ID Registration
16 June 2020 09:00 AM
05:00 PM
TBC160620 25 / 25 504
17 June 2020 09:00 AM
05:00 PM
18 June 2020 09:00 AM
05:00 PM
TBC180620 25 / 25 505
19 June 2020 09:00 AM
05:00 PM
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