Image Promo description

Register to use our site and access free newsletters, book events and lots more.

You don't have to be a member to use our site. Already registered? Login here

Become a member today

The Chartered Institute of Housing is the independent voice for housing and the home of professional standards

Dealing with challenging customers


This course is fully booked. If you like to be added to our waiting list please email

• Equip you with knowledge and skills for understanding and dealing with challenging, angry and upset customers

• Explore and manage associated risks to develop your resiliency

Learning Outcomes/objectives

• Understanding aggressive and assertive behaviour, based on the stimulus and response model

• Using a 5 step method to manage risk at each stage

• Knowing boundaries and when to walk away

• Effective body language and verbal communication in dealing with conflict situations

• Understanding your stress levels and developing a resiliency toolkit

• Self-awareness, emotional intelligence and transactional analysis

• Case studies and following sound procedures

Who should attend

Anyone working with customers on the frontline role or managing staff

Trainer Info

Nitin Parmar

Dates & Locations

25 April 2017, Ipswich


Member price FREE

Standard price £199 + VAT

Terms and conditions

Members: Click on Login to book and enter your username and password.

Non-members: Click on book and register your details.

If you experience any difficulties please call us on 02476 851700 - option 2 or email us at .

Payment: You can request that we invoice your employer or make payment via credit/debit card. Please note all invoices must be fully paid before the event takes place.

The delegate price includes a comprehensive delegate pack, handouts, all refreshments.



Join today

We’re here to help you make a difference. Join CIH today and discover your potential


Fire safety

All the latest info and fire safety resources for housing professionals


The new housing apprenticeships

With a century of experience equipping housing professionals with the skills they need to do the brilliant work they do, we can help you make the most of the new housing apprenticeships – whatever stage of the journey you are at.