Managing Workplace Responses to Disrespectful, Aggressive or Abusive Customer Behaviour

Project Summary

Following the approval of SIRXCEG008 Manage disrespectful, aggressive or abusive customers, the Wholesale and Retail IRC is developing a new Unit of Competency to equip supervisors of customer-facing front-line workers, particularly in the retail sector, with the skills and knowledge to manage workplace responses to disrespectful, aggressive or abusive customers. This proposal was approved by the AISC Sub-Committee to be developed as a cross-sectoral Unit and Skill Set and is now being progressed by the IRC.
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Status - Closed for Feedback

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This project is being conducted following approval from the Australian Industry and Skills Committee (AISC) Emergency Response Sub-Committee (the AISC Sub-Committee) in order to fast track national training products to meet longer term critical skills needs beyond the COVID-19 health crisis period to support economic recovery.

Building on the recently endorsed Unit of Competency SIRXCEG008 Manage disrespectful, aggressive or abusive customers, the Wholesale and Retail IRC has received approval from the AISC Sub-Committee to develop a Unit of Competency for supervisors of front-line workers who are required to deal with aggressive and potentially violent customers.

The proposed Unit of Competency contains material on strategies to deal with the customer when issues are escalated by the front-line worker, strategies for supporting the wellbeing of the worker following an incident, including appropriate de-briefing strategies, and the implementation of environmental strategies to reduce risk. While having cross-sectoral applicability, the new Unit will be of particular relevance for workers in the retail sector.

Further information may be found on the detailed project page or in the Consultation Guide, which can be downloaded at the bottom of this page.

Consultation Timelines

National consultation for the proposed new Unit of Competency and Skill Set is open from Monday 25 January to Friday 29 January 2021. During this period input will be sought on the draft Unit and Skill Set and their appropriateness in enabling the target group to achieve the stated aims, as outlined above.
SkillsIQ will be distributing the draft Training Package Products to key industry stakeholders and VET professionals, in order to ensure the opportunity for broad national feedback. State and Territory Training Authorities will also be provided with the opportunity to make comment during this period.

You can provide your feedback via this Online Feedback Forum. When accessing the Feedback Forum, please first refer to the “How To” guide located at the top of the page. It will provide directions for leaving and submitting comments.

Feedback on the Unit and Skill Set can also be emailed directly to feedback@skillsiq.com.au

Following the close of the consultation period, all feedback received will be collated and evaluated by the IRC to develop the final draft for submission and consideration by the AISC at its February 2021 meeting.

Contact details

For more information please contact:
Melinda Brown
Tel: 0417 766 372

Attachments

Managing Workplace Responses to Customer Behaviour Consultation Guide

Recent Comments

Christopher Greentree 29.01.2021

"the knowledge evidence "environmental means to assist in dealing with disrespectful, aggressive or abusive customers" is unclear to the learner. Can this be re-worded?"

Managing Workplace Responses to Disrespectful, Aggressive or Abusive Customer Behaviour

SIRXCEG009 Manage workplace responses to disrespectful, aggressive or abusive customer behaviour_Draft1.0

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susana morales 29.01.2021

"Criteria 2.6 does not communicate a definitive action by supervisors to deal with conflict. The use of "Assess" sends the message the Supervisor is not managing the actual conflict. Add "Manage and resolve" instead of "Address" 2.6 Address situation and provide resolution within the scope of own role and organisational policies and procedures"

Managing Workplace Responses to Disrespectful, Aggressive or Abusive Customer Behaviour

SIRXCEG009 Manage workplace responses to disrespectful, aggressive or abusive customer behaviour_Draft1.0

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Christopher Greentree 29.01.2021

"the knowledge evidce "environmental methods of reducing risk" would better read "workplace methods of reducing risk""

Managing Workplace Responses to Disrespectful, Aggressive or Abusive Customer Behaviour

SIRXCEG009 Manage workplace responses to disrespectful, aggressive or abusive customer behaviour_Draft1.0

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susana morales 29.01.2021

"Current legislation is included in the Knowledge Evidence. However, it is not mentioned in any Performance Criteria. Add to 1.1 Confirm ..policies and procedures... and relevant Legislation""

Managing Workplace Responses to Disrespectful, Aggressive or Abusive Customer Behaviour

SIRXCEG009 Manage workplace responses to disrespectful, aggressive or abusive customer behaviour_Draft1.0

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Christopher Greentree 29.01.2021

"Australian Consumer Law, Public Health Acts, or the Privacy Act 1988 is not refered to in the elements or performance evidence. This may present challanges to assess. "

Managing Workplace Responses to Disrespectful, Aggressive or Abusive Customer Behaviour

SIRXCEG009 Manage workplace responses to disrespectful, aggressive or abusive customer behaviour_Draft1.0

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