Handling Challenging Calls and Behaviours Workshop

This virtual training is designed for workers, including telephone and face to face workers, in contact with the public. These workers find themselves responding to people who are sometimes quite distressed and may become angry or aggressive.

Participants will have opportunities to interact in small groups to share knowledge and practice skills to reduce distress within the context of maintaining an appropriate level of client service, respect for role boundaries and awareness of client and worker safety.

Topics:

• Reflection on workers' experiences of people in distress
• Understanding the distressed client
• Using the "Recognise, Respond, Refer" model
• Strategies to deescalate anger/ aggression
• Responding to distress
• Avoid enemies to empathy

A certificate of attendance will be issued however, participants must complete the entire session in full.