This highly practical course – customised specifically for your own frontline department – will equip your team with the skills to:


Equip your frontline workforce with the skills to effectively manage angry, rude, abusive, threatening, and emotional people…

This breakthrough course has already given thousands of
frontline customer service professionals and team leaders
the practical skills and confidence to: 

  • Identify and defuse threatening situations before they escalate 
  • Remain calm and controlled when things get uncomfortable 
  • Protect yourself and others from abusive customer outbursts 
  • Build rapport and steer people to mutually beneficial outcomes 
  • Gain the attention, respect, and cooperation of others 
  • Provide exceptional service and have enough energy to do it again tomorrow

Build rapport (with your words, tone of voice, and body language) and steer customers towards mutually desired outcome

Identify, interrupt, and extinguish angry and abusive outbursts before they have a chance to spark

Stop frustrating customers in their tracks and compel them to listen to you, respect you, and appreciate your advice

Bring rude, entitled people back down to earth without insulting them

Lead demanding people to accept more reasonable expectations

Diagnose the underlying, driving force of difficult situations so you can deal with the heart of the issue and provide an agreeable solution

Know and regulate your own ‘hot buttons’ so you can keep your cool in difficult situations

Resolve conflicts and restore trust with customers and team members

Who Is This Course For?

This workshop is called ‘Managing Angry, Rude, Abusive, Threatening & Emotional people’ (pronounced “MARATE”, just like “Karate”).

It is designed for:

Department and team leaders who are keen to protect frontline workers from abusive customer outbursts, build resilience and team morale, and improve job employee satisfaction and longevity

Frontline team managers looking for ways to improve phone and face-to-face customer service and boost your professional reputation

Managers who want to empower their teams with the skills to remain calm and positive during (and after) confrontational encounters

Community services personnel passionate about effectively delivering government services in diverse communities

Law enforcement officers looking for techniques to identify, de-escalate, and maintain respectful control in tense situations — especially when dealing with unknown and potentially dangerous persons

Anybody who wants to get better at dealing with people – especially when they are acting emotionally or aggressively

How the MARATE course gives your teams the skills and confidence to manage difficult situations and people

Designed for live, remote, or hybrid learning
Unlike traditional courses that are merely repurposed for an online environment, this course is specially designed for virtual and hybrid learning, and facilitated by experienced digital trainers to maximise education and engagement.

Customised Content
While other training providers offer general, off-the-shelf content, we take time to understand your unique needs and provide customised, adaptive training that integrates your company’s processes, values, culture, and code of conduct.

Interactive Learning
Our social learning activities maximise engagement and knowledge uptake and can even be based on live scenarios in your workplace.

Offerings Flexible to Fit Your Schedule
Our adaptive and efficient training fits in with your schedule, so training doesn’t get in the way of your team’s productivity.

Guaranteed Results
We provide post-course follow-up to ensure maximum retention and implementation of knowledge for guaranteed results.

Enquire About This MARATE Course

before your team’s morale is reduced by another customer service incident






It’s Quick And Easy To Find Out More. 

Request Your Free Quote

It’s quick and easy to book yourself or your team into this workshop. Simply click the link below, provide your information, and we’ll be in touch to discuss your options.

Alternatively, if you have any questions about this exciting workshop for frontline customer service professionals, you can contact us on 1300 762 421.

Our No-Risk Guarantee:

In the very unlikely event that we do not provide 100% satisfaction to the agreed objectives and outcomes we offer a ‘no argument, no risk to you’ money back guarantee. Terms and conditions apply.

Leaders Are Talking About

CAL Corporate
Solutions 

A well presented program that was useful for future strategy building!

J. Knight City of Glen Eira

Extremely well prepared and extensive program that has given me the tools I need to start my career!

M. Syker Cognizant

A well presented program that was useful for future strategy building!

J. Knight City of Glen Eira

Extremely well prepared and extensive program that has given me the tools I need to start my career!

M. Syker Cognizant

A well presented program that was useful for future strategy building!

J. Knight City of Glen Eira

Extremely well prepared and extensive program that has given me the tools I need to start my career!

M. Syker Cognizant
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We've worked with organisations across Australia to solve their angry customer challenges