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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.

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Register for this course

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

DatesVenueDaysFeeCalendarRegister
6 to 7 Oct 2026Johannesburg2R10,000Register
7 to 8 Oct 2026Cape Town2R10,000Register
8 to 9 Oct 2026Durban2R10,000Register
12 to 13 Oct 2026Pretoria2R10,000Register
13 to 14 Oct 2026Windhoek2US$1,100Register
14 to 15 Oct 2026Gaborone2US$1,100Register
15 to 16 Oct 2026Maseru2US$1,100Register
19 to 20 Oct 2026Mbabane2US$1,100Register
20 to 21 Oct 2026Lusaka2US$1,100Register
21 to 22 Oct 2026Harare2US$1,100Register
22 to 23 Oct 2026Lilongwe2US$1,100Register
26 to 27 Oct 2026Blantyre2US$1,100Register
27 to 28 Oct 2026Mozambique2US$1,100Register
28 to 29 Oct 2026Nairobi2US$1,100Register
29 to 30 Oct 2026Dar es Salaam2US$1,100Register
2 to 3 Nov 2026Kigali2US$1,100Register
3 to 4 Nov 2026Kampala2US$1,100Register
4 to 5 Nov 2026Accra2US$1,100Register
5 to 6 Nov 2026Lagos2US$1,100Register
9 to 10 Nov 2026Cairo2US$1,100Register
10 to 11 Nov 2026Mauritius2US$1,100Register
11 to 12 Nov 2026Dubai2US$1,100Register
12 to 13 Nov 2026Online2US$900Register

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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