This half-day training is designed for anyone dealing with the public, in front-line positions or dealing with other organisations either on the phone or in face-to-face situations. The interactive training components provide many opportunities for group discussion, activities and practising new skills. The course can be tailored to the specific needs of participants
Who should attend?
Employees in public contact roles (front-of-house, customer service and telephone workers) who are responding to people who are sometimes quite distressed, and may either become angry and aggressive or talk about the possibility of suicide or homicide.
- Light-intensity content
- 4 hours
- Face-to-face session with trainer
- Suitable for 18+
View the Terms and Conditions here.
By the end of this course participants will be able to:
- develop an understanding of angry/distressed clients
- improve communication and active listening skills
- learn skills to appropriately respond to angry/distressed clients
- learn how to recognise, respond to and support clients with mental health concerns or thoughts of suicide
- understand appropriate role boundaries
- have a framework for making appropriate referrals
- develop individual self-care strategies and build resilience
- understand the process for follow-up debriefing and support
- enjoy improved productivity and worker wellbeing.