SkillsIQ are undertaking a project to develop a new Unit of Competency to equip customer-facing workers, including in the hospitality sector, with the skills and knowledge to manage disrespectful, aggressive or abusive customers.
The proposed Unit of Competency will contain information on strategies to deal with the customer, along with mental health and wellbeing of the worker and environmental means to prevent or assist in dealing with volatile customer situations. I have attached the unit of competency for your reference.
SkillsIQ is conducting consultation on the appropriateness of the proposed unit of competency and are inviting submissions until Friday, 4th September.
For further information and background on this project, please visit the project page on the SkillsIQ website.