Short Course for retailers

Managing Customer Aggression




Australian Retailers Association (ARA) is launching FREE (or low cost) 

SIRXCEG008 - Manage disrespectful, aggressive or abusive customers course.

The ARA via its registered training organisation, the ARA Retail Institute, is now in discussion with state-level training departments to ensure this vital skill-set is listed on the funded course list. We hope any fee-contribution considered will be low or no cost to students.

This course has been established in recognition of the impact of aggression and traumatic events in the workplace - factors that increase the risk to work-related stress. This Nationally Recognised skill set is designed for all customer facing workers in Retail and Hair & Beauty industry sectors.

Topics covered:

  • How to identify potentially disruptive customers

  • How to implement actions to defuse and de-escalate potential conflict

  • How to manage disrespectful, aggressive or abusive customers

  • How to document and report incident

  • How to manage the personal impacts of disrespectful, aggressive or abusive customer behaviour


Course Structure

  • Self-Paced – Pre-reading of course materials

  • Interactive Online Delivery facilitated by a retail specialist trainer

  • Practical Demonstration in simulated environment/workplace

  • Upon completion, learner will receive a Statement of Attainment in SIRXCEG008 as part of the SIRSS0022 (Manage disrespectful, aggressive or abusive customers)


Potential time commitment

  • 1 – 2 hours Pre-reading

  • 3 – 4 hours Online Theory Training

  • 1-hour Simulated skill assessment / practical demonstration



You are invited to fill in this survey to get better understanding of your business needs about the course.

The ARA Retail Institute is the leading national body providing for the education, consulting and professional development needs of the Australian retail industry. The ARA Retail Institute specializes in consulting and education on a broad range of topics, including: Retail Buying, Financials, Visual Merchandising, Marketing, Operations, and Sales and Service Strategy. The ARA Retail Institute houses a suite of both accredited and non accredited training solutions; from the Diploma of Retail Management to customized in-house training programs. This suite provides a diverse and flexible range of education products to suit industry needs.