Audience:

All staff, team leaders, and supervisors at all levels.

This program will focus on improving awareness and skill in managing difficult client behaviour, debriefing effectively after an incident, and learning resilience techniques to strengthen your staff’s capacity to manage the everyday stressors of the work.

Learning Outcomes:

• Identify and manage their own personal triggers – understanding their reactions to situations
• Identify and manage difficult customers with an understanding of how life circumstances can manifest into anger
• Understand how to build resilience within themselves to cope with challenging situations and anger
• Use a de-escalation framework to explore how to de-escalate situations
• Obtain useful tips to manage difficult situations
• Understand the importance of self-care and practice stress management techniques
• Explore workplace-related case studies to integrate theoretical practices

Trainer Bio:

Tessa Hughes
Tessa Hughes is a trained social worker with over thirty years of experience in the child and family welfare sector. During her career, she has run a mindfulness meditation business and taught in schools, hospitals, and community settings. She developed and currently manages a short-term therapeutic program, utilising her specialised skills in trauma-informed practice. Throughout her working life, Tessa has become acutely aware of the increased prevalence of people suffering from high levels of stress and developing significant mental health issues. She is an experienced trainer who teaches participants new strategies and skills.

How to Book:

This training can be delivered online and in person. Please contact us at workplaceservcies@relationshipmatters.com.au or call 03 98650 6262.

Duration:

90 minutes (Online Only)