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