SIRSS00022 Manage disrespectful, aggressive or abusive customers

Delivery Modes

Choose from a range of flexible delivery options:

Face-to-Face Classroom
Attend scheduled face-to-face training delivered over one (1) day, 8:30am to 4:00pm, at the Trainwest Training Centre, located at the Perth Airport.

Inhouse Training
This course can be customised for group training. Delivery can be tailored to suit organisational requirements, with flexible delivery options in the workplace. Please speak with our Student Services Team for more information.

Assessment Requirements

To achieve competency, students are required to complete a range of assessment tasks that reflect real-world skills and knowledge relevant to the course. These include:

• Knowledge questions
• Projects applying learnings in a real-world context.

Canvas LMS
Canvas is our online learning platform that provides students with 24/7 access to course materials, assessments, communication tools, and progress tracking. Students can view and download training resources, submit assessments, receive feedback from Trainers and Assessors, track key dates and progress, and participate in online discussions. Canvas helps students stay organised, connected and engaged throughout their learning journey.

Skills Recognition

Students may be eligible for recognition of prior learning, reducing the time and cost of their studies.

Recognition of Prior Learning
Recognition of prior learning (RPL) is an assessment process that acknowledges skills and knowledge acquired through formal, non-formal, or informal learning. This pathway allows students to gain recognition for competencies they have already developed, potentially leading to the awarding of a unit of competency or qualification without additional training.

To apply for RPL, please contact our Student Services Team. They will assess the student’s suitability and discuss the process before sending an application kit.

Course Duration

This course is delivered over one (1) day.

Students have up to 12 months to complete this course. The time frame for completion varies between students depending on their current job role and pre-existing skills and abilities.

Students can complete the course earlier or extend the duration for up to 18 months if required.

Course Requirements

To be eligible for this course, students must meet the following course requirements:

Funding Eligibility This course is funded by the Department of Training and Workforce Development (DTWD) through the Jobs and Skills WA Skills Ready initiative. The qualification is on the priority industry training list as ‘fee free’ training. Eligibility criteria for fee-free training is outlined on the JSWA website. Our pre-induction checklist and enrolment process will ensure you are eligible for this course. You must have the support of your workplace to be eligible for a funded position.

Language, Literacy, Numeracy and Digital Skills
Students need to have the following Language, Literacy, Numeracy and Digital (LLND) skills:

• Reading: Read and interpret workplace policies, procedures, and customer interaction guidelines.
• Writing: Record or report customer incidents accurately and objectively using workplace templates or systems.
• Communication: Communicate clearly and calmly with customers, colleagues and supervisors, even in challenging situations.
• Numeracy: Apply basic numeracy relevant to time management and procedural tasks.
• Digital Literacy: Use workplace technology to access and complete learning and reporting tasks.

Student Resources
Students need to have the following resources:

• Laptop with Wi-Fi capability, a USB port, and Microsoft Office
• Remote students attdending the virtual classroom also require Microsoft Teams.

Eligibility and Selection Criteria
Students will provide evidence of funding eligibility, complete an LLND assessment and Pre-existing Skills and Knowledge Checklist prior to enrolment to ensure the course is suitable.

Student Support

At Trainwest, we support students throughout their learning journey, ensuring they can access the resources and guidance they need to succeed.

Support includes:

• Trainer & Assessor Assistance: Our experienced Trainers and Assessors provide guidance, feedback and support throughout the course.
• Flexible Learning: Learning materials, feedback, and assistance are accessible whether studying in person or remotely.
• Personal Coaching: One-on-one support is available with a Trainer and Assessor.
• Wellbeing Support: Wellbeing services and referral options are available to assist students in managing personal or study-related challenges during the course. The Australian Counselling Service (ACS) provides our students with free, confidential counselling support designed to assist with study-related stress, anxiety, motivation, life changes, and general wellbeing.

Course Outcome Upon successful completion, students will receive a Statement of Attainment for the unit of competency.

Ready to apply?
Contact the Student Services Team for information on course dates.