24HR CRISIS SUPPORT - CALL 13 11 14
Lifeline North Coast LOGO blue
Managing Challenging Interactions training course

Managing Challenging Interactions

All Course Enquiries
Date: 05-10-2022
to: 05-10-2022
Time: 12:00
Ends: 17:00
Location: Online Event
Managing Challenging Interactions training

Managing challening interactions

Date: 05-10-2022
to: 05-10-2022
Time: 12:00
Ends: 17:00
Location: Online Event
All Course Enquiries

Course Details:

This 4 hour workshop is designed for frontline workers including but not limited to retail, call centre, collections, customer services, complaints handling and escalations staff, case managers or anyone exposed to challenging interactions in the workplace. This workshop aims to provide participants with practical skills and knowledge to deal with people who may present with challenging, abusive or aggressive behaviour. This workshop is also relevant for Team Leaders managing these teams.

What you will learn:

Using the Lifeline ‘Recognise, Respond and Refer’ framework participants will learn:

  • What background factors may be causing distress
  • Communication skills and grounding techniques to assist challenging and/or emotional conversations
  • Strategies for dealing with anger, what to do if customers/colleagues are at risk of suicide and self-care
  • Strategies to use during and after difficult interactions

 

Course Outcome:

Participants will be provided with the communication skills and processes to support challenging interactions and learn to use objective, measured approaches to alleviate distress while building their own coping skills and resilience.

 

Ticket Information

MCI 5.10.22
$ 150.00
View for Course Information

Course Details:

This 4 hour workshop is designed for frontline workers including but not limited to retail, call centre, collections, customer services, complaints handling and escalations staff, case managers or anyone exposed to challenging interactions in the workplace. This workshop aims to provide participants with practical skills and knowledge to deal with people who may present with challenging, abusive or aggressive behaviour. This workshop is also relevant for Team Leaders managing these teams.

What you will learn:

Using the Lifeline ‘Recognise, Respond and Refer’ framework participants will learn:

  • What background factors may be causing distress
  • Communication skills and grounding techniques to assist challenging and/or emotional conversations
  • Strategies for dealing with anger, what to do if customers/colleagues are at risk of suicide and self-care
  • Strategies to use during and after difficult interactions

 

Course Outcome:

Participants will be provided with the communication skills and processes to support challenging interactions and learn to use objective, measured approaches to alleviate distress while building their own coping skills and resilience.

 

SIGN UP TO BE INFORMED OF FUTURE MANAGING CHALLENGING INTERACTIONS TRAINING COURSES

Skip to content