Respect and Resilience Part 2

Respect and Resilience looks at how to better manage and reduce the impact of customer misbehaviour.

Developed by iCare and Griffith University, and adapted for the volunteering sector by The Centre for Volunteering.

Delivered in two parts, this program equips volunteers and volunteer leaders with practical strategies to help customer-facing workers build resilience and better manage challenging customer interactions, while maintaining psychological safety.

The Respect & Resilience program covers how to:

• Reduce the incidence of customer misbehaviour through early detection and awareness.
• Apply strategies to get a customer on side.
• Contain or de-escalate customer misbehaviour.
• Bounce back from repeated exposure to customer misbehaviour.

Outcomes

• Learn how to identify the onset of customer misbehaviour.
• Explore strategies to get a customer onside and how to contain or de-escalate misbehaviour.
• Develop skills to help cope and carry on when exposed to ongoing customer misbehaviour.

Presented by Clint Bertenshaw

Clint Bertenshaw is Director: Sector Development and Capability Building at The Centre for Volunteering. He is an experienced operations manager, people leader and learning and development consultant who applies pragmatic approaches to tackling organisational problems.

Clint volunteers in community radio and has served on a number of boards and committees. Throughout his career he has worked across the telecommunications, customer service, IT and not-for-profit sectors, gaining a broad range of skills in project and change management, negotiation and mediation, people management and development.

Clint is an avid technology enthusiast with a deep interest in mobile technologies, internet and cloud solutions, radio broadcasting and podcasting.