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Managing Challenging Interactions Workplace Training

Gain practical skills and knowledge required to deal with people who may present with challenging, abusive, or aggressive behaviour.

Description

Dealing with people who are distressed, angry or otherwise challenging to manage can be one of the most difficult part of someone’s role. This can equally apply to external customers and clients, or colleagues and employees. Providing training to people likely to be exposed to challenging behaviours – to enable them to better understand what is behind the behaviour and how to safely intervene or de-escalate the situation – is important for the wellbeing of those on both sides of the interaction.

This workshop aims to provide participants with the practical skills and knowledge required to deal with people who may present with challenging, abusive, or aggressive behaviour. Using the Lifeline ‘Recognise, Respond, and Refer’ framework participants will learn:

  • Background factors that may be causing distress
  • Communication skills and grounding techniques to support challenging and/or emotional conversations
  • Strategies for dealing with anger
  • What to do if customers or colleagues are at risk of suicide
  • Self-care strategies to use during and after difficult interactions.

For 24-hour telephone crisis support, call Lifeline on 13 11 14

If life is in danger, call 000

Lifeline South Coast would like to acknowledge the lives that have been lost to suicide. We are committed to supporting those with a lived experience of suicide and aim to reduce the stigma around seeking help for poor mental health and suicidal crisis.