Managing Challenging Interactions

Duration:

4 hours.

Delivery Style:

Face-to-face or virtual.

Participants per workshop: 

8-22.

Course Description:

In some jobs, employees will find themselves managing emotionally charged interactions on a regular basis. Understanding the reasons for challenging behaviours, how to manage and de-escalate that behaviour and how to look after yourself in the process is essential for a safe and effective response. 

Managing Challenging Interactions will build skills and confidence to understand, defuse and respond to clients or customers who are in emotional distress, highly frustrated, or angry. 

Objectives 

• Identify strategies to maintain resilience. 
• Practice using the CARP model to manage challenging interactions. 
• Apply de-escalation techniques to manage unacceptable behaviour. 
• Identify ways to respond to people who may be suicidal. 

Who will benefit from this training? 

• Anyone who is exposed to managing challenging interactions or situations in their workplace or community. These roles include contact centres, collections, customer service, complaints and escalation handling, case management, local councils and libraries, retail, or anyone exposed to challenging interactions in the workplace.

Enquire Now