20TH APRIL - 10:00 AM

Byte Sized Upskilling Workshops

Managing Client Anger

A workshop designed to understand how to be prepared to handle potentially uncomfortable or unsafe situations with the highest level of professionalism and safeguards.

Webinar Description

Unfortunately, employees in today’s society can experience challenging and confrontational situations in the workplace. Staff may become victims of verbal abuse, harassment, threats or in extreme circumstances, physical violence. As a direct consequence, the employer may experience the negative effects of such actions, which can directly affect the organisation through absenteeism, stress related illnesses, expense of temporary staff, low morale, reduced productivity output and the additional workforce costs which may be incurred through litigation and compensation.

What will the Webinar cover?



The escalation process - early warning, warning and danger signs.



Techniques for managing confrontations and avoiding 'game playing'.



Practical tips for establishing common ground and agreeing boundaries.

Who is the Webinar for?

This highly engaging Dealing with Difficult Customers training presentation is designed specifically for managers and staff working in the hospitality sector. During the session we will provide a range of strategies and safe techniques to manage customers who present challenging behaviours.

The Speakers


Taste 4 Success Skillnet

The Taste 4 Success Skillnet represents a significant, innovative and strategic collaboration between a growing number of member companies across a number of specific food and beverage sub-sectors, such as production, processing, artisan and services.

The Taste 4 Success Skillnet started out with a small group of 16 companies in 1999 based in the north west of Ireland, and since then it has grown its membership to over four hundred active members across a national base.

The network offers training programmes and to give support, impetus and trainee numbers in order to run cost effective and localised training for its members. To become a member of the network (free membership)  click here to find out more.



TrainedIn has been helping these very people during the COVID-19 Crisis by hosting webinars to connect them with potential clients.

In 2019, our founder, Sorcha Finucane, conceptualised the idea of TrainedIn. It’s mission? To make researching and booking training courses so much easier.

As TrainedIn was being built, Sorcha realised that she could use the technology to help with another subject she felt passionately about: enhancing sustainability for small businesses and freelancers.

TrainedIn launched in April 2020. Yes, right at the start of the Covid-19 lockdown. (The first one…!) Throughout the year, TrainedIn has been running free webinars to connect freelancers and small training businesses to potential clients. Our promise is always to match highly skilled professionals with the individuals and businesses looking for their services.


Vince Donovan

“Vince Donovan is a keynote speaker on the subject of workplace violence and aggression. He has a reputation for delivering highly engaging presentations on behalf of the Institution of Occupational Safety and Health (IOSH) Groups across the UK. Vince served thirty years as a Police Officer with South Wales Police and has twenty years’ experience in the delivery of conflict management and lone worker personal safety.

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