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Handling Difficult Visitors and Callers with Confidence

Build the composure and communication skills administrators need to manage angry, demanding or distressed people at the desk and on the phone. The course gives practical de-escalation techniques suited to the busy, public facing offices common across Africa. Participants learn to protect service quality and their own wellbeing under pressure.

What you will be able to do

  • Recognise the signs and triggers of difficult behaviour early.
  • Apply calm de-escalation techniques in person and by phone.
  • Set clear, respectful boundaries with demanding people.
  • Communicate assertively without becoming defensive or aggressive.
  • Know when and how to escalate to a manager or security.
  • Recover professionally and manage personal stress after incidents.

Course outline

  1. 01Understanding Difficult Behaviour
  2. 02Staying Calm Under Pressure
  3. 03De-escalation Techniques for Face to Face
  4. 04Managing Difficult Telephone Calls
  5. 05Assertive Communication and Boundaries
  6. 06Escalation and Safety Procedures
  7. 07Recovery and Follow Up
  8. 08Protecting Your Own Wellbeing

Who should attend

This course suits receptionists, switchboard operators, front office staff and administrators who deal with visitors and callers, including difficult members of the public.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 18 Aug 2026Accra2US$1,100
24 to 25 Aug 2026Lusaka2US$1,100
31 Aug to 1 Sep 2026Kigali2US$1,100
7 to 8 Sep 2026Nairobi2US$1,100
14 to 15 Sep 2026Durban2R10,000
21 to 22 Sep 2026Johannesburg2R10,000
5 to 6 Oct 2026Mauritius2US$1,100
12 to 13 Oct 2026Dubai2US$1,100
19 to 20 Oct 2026Lagos2US$1,100
26 to 27 Oct 2026Harare2US$1,100
2 to 3 Nov 2026Kampala2US$1,100
9 to 10 Nov 2026Dar es Salaam2US$1,100
16 to 17 Nov 2026Pretoria2R10,000
23 to 24 Nov 2026Cape Town2R10,000
7 to 8 Dec 2026Online2US$900
14 to 15 Dec 2026Mozambique2US$1,100
21 to 22 Dec 2026Cairo2US$1,100

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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