Communication Techniques

Using Assertive Language, Diffusing Anger and Working with Client Disappointment

Understand why clients can become difficult and explore awareness and communication tools to support yourself and your team in preparing for and dealing with difficult client situations.

Learning Outcomes:

  • Why clients become difficult
  • Managing aggressive behaviour
  • The impact of emotions in conflict
  • Communication tools to support difficult situations
  • Tips for de-escalating conflict situations

Course Content:

  • Interactive video with quiz questions 
  • Allow up to 1 hour to complete
  • Certificate of Completion


  • Either 
    • For individual course purchase, you have access to the course for 365 days
    • For subscriptions, you have access to this course while your subscriptions is active
  • Complete quiz activities to attain your certificate of achievement

CPD Points:

  • 1 AVNAT CPD Point