Navigating Difficult Conversations
This workshop is designed for people whose roles require Navigating Difficult Conversations, whether they are emotional or aggressive. It is also relevant for Team Leaders managing these teams.
Half-day course – 4.5 hours
Navigating Difficult Conversations
Navigating Difficult Conversations training aims to support those within roles requiring customer or staff contact – including but not limited to retail, call centre, customer services, complaints handling, and case management. Within these and many other roles, dealing with people who are distressed, angry, or displaying other challenging behaviours can prove to be one of the most difficult parts of day-to-day work.
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.
Description
- 4.5 hours
- Virtual or face-to-face delivery
- Minimum of 6 and maximum of 24 participants
- Audience: Anyone, 16 years +
The Workshop focuses on:
Providing participants with the practical skills and knowledge required to communicate with people who may present with challenging, abusive, or aggressive behaviour. Using ‘Recognise, Respond, and Refer’ framework, participants will learn:
- Background factors that may be causing distress.
- Communication skills and grounding techniques to utilise within challenging and/or emotional conversations.
- Strategies for dealing with anger and distress.
- What to do if customers or colleagues are at risk of suicide.
- Self-care strategies to use during and after difficult interactions.
Building the skills and confidence of employees to manage challenging interactions and deescalate heightened situations does not just support the wellbeing of those on both sides of the conversation. It also fosters a healthier, happier, and more resilient workplace, and has a direct impact on business goals, employee retention, and workplace productivity as a result.
Booking conditions & pricing
Prices starting from $1550.00 (including GST) for 6-15 participants.
Additional participant fees apply.
Venue and catering costs not included.
Available for delivery in the Illawarra and NSW South Coast (travel costs may apply).
Our Workplace Training Offerings
Our training can be used for professional development, continuous education, manager support, or general awareness. Professionals may claim CPD hours/credits/points as a pre-approved or self-directed learning activity, with clearly defined learning outcomes and attendance certificates supporting reporting obligations. For more information, please refer to your professional association or regulatory body.
As well as the programs outlined below, we also offer contextualised sessions and bespoke workplace training, workshops, and presentations. Please reach out to us via email to training@llsc.org.au if you would like to discuss how we can work together to meet the needs of your team.
Why train with us?
Lifeline South Coast is a local volunteer-based charitable organisation, with over 55-years of experience providing crisis support. The knowledge and skills gleaned over this period have informed the development of evidence-based training programs that strengthen the resilience and resourcefulness of our South Coast community.
Passionate about building individual and community resilience and educating people to reduce stigma surrounding mental ill health and suicide, the Lifeline South Coast training team is made up of a diverse group of skilled trainers. Working together to ensure people do not have to face their darkest moments alone, each trainer brings their unique voice, expertise, and experiences to the team. Utilising a flexible format to encourage interactive participation and increase learner engagement, the team are adept at contextualising training to ensure the content is relevant and practically applicable to individual workplaces, as well as every-day life.
The Cost of Mentally Unhealthy Workplaces
Supporting the mental health and wellbeing of employees is essential to maintaining a safe and supportive working environment. When looking at the cost of mentally unhealthy workplaces, studies have shown that:
- 91% of employees think mental health is an important workplace issue, however only 52% believe their workplace is mentally healthy.
- 1/5 Australian employees report that they have taken time off work due to feeling mentally unwell in the past 12 months.
- $10.9 billion per year = the cost of mental health conditions on Australian workplaces (including absenteeism, presenteeism, and compensation claims).
Fostering Mentally Healthy Workplaces
A mentally healthy work environment is one that promotes a positive and inclusive culture where staff feel appreciated and supported. Studies have shown that cultivating such a workplace culture not only benefits individual employees, but has a profound impact on the organisation as a whole:
- 3/4 of Australian employees say a mentally healthy workplace is important when looking for a job.
- $1 spent creating a mentally healthy workplace results in a positive return on investment (ROI) of 2.3.
- Mentally healthy workplaces enjoy increased staff engagement, performance, and productivity, and are better able to recruit and retain talent.
We’re proud to have delivered training to
