Managing Challenging Interactions - Virtual Workshop

Throughout our working life, it is likely that we will come across situations where we are exposed to the challenging behaviour of others. This is particularly relevant for people whose roles require customer or staff contact or dealing with the general public, including but not limited to retail, call centre, collections, customer services, complaints handling and escalations staff, case managers or anyone exposed to difficult conversations (including yelling & aggressive behaviour) in the workplace.

There are many factors that may cause a person to become distressed and exhibit challenging, abusive or aggressive behaviours. In this workshop Lifeline’s recognise, respond and refer framework is used to explore how to manage challenging interactions with empathy and compassion.

Aim:

This workshop aims to provide knowledge and practical skills on how to respond to distressed people who may present with challenging, abusive or aggressive behaviour.

Participants are provided with the opportunity to practice communication skills using processes to support these challenging interactions and learn to use objective, measured approaches to alleviate distress and increase their own coping skills and resilience.

Learning Objectives:

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

• Communication skills to assist with emotional and aggressive conversations

• Strategies to de-escalate anger

• What to do if someone is at risk of suicide

• Self-care strategies to use before, during and after challenging calls

Workshop Details

• Group Session: 4 hours delivered virtually via Zoom – 15min break

• Platform: Zoom, with breakout rooms for participant interaction

• Device Recommendation: Use a PC or computer for full functionality (smartphones and tablets may have limitations)

• Link: Emailed 7 days prior to the training

• Certificate of Attendance: A certificate will be emailed to the participant upon full attendance of the workshop

Host or Publisher UnitingCare Training Queensland