Mastering Challenging Interactions
This 3-6 hour program has been specifically designed for staff engaged with customers or clients who may frequently become agitated, distressed or angry. It is designed to empower staff to communicate effectively in such situations.
Participants are encouraged to consider what the distressed other might be experiencing and to recognise what sorts of situations are the most distressing for them. In so doing, participants become more able to engage with clients who may be distressed and do so effectively.
There is acknowledgment that many work roles dealing with distressed others can be stressful for individuals dealing with them. Participants will learn how to convert distressed others into their number one fan!
By the end of this one day program, participants will have gained:
- An appreciation of what contributed to clients becoming agitated or distressed
- A forum to express frustrations with difficult client interactions
- An understanding of the importance of listening
- An understanding of the important of being non-judgmental
- An understanding of the importance of being present
- An understanding of the importance of empathy
- An ability to set and maintain boundaries with clients
- The ability to leave difficult client interaction at work.
Testimonials
Mental Health Training Australia deliver face-to-face courses for organisations and businesses across Australia, where we use your training or meeting room to deliver the course.