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.