It can be difficult to know how to respond constructively when faced with people who display challenging, abusive or aggressive behaviour. This three hour workshop will help to explore the reason behind the challenging behaviour and in doing so, provide the skills to deal with it in an objective way.

Overview

This workshop aims to help participants explore possible responses to clients or customers that display challenging, abusive or aggressive behaviour.

The participants will learn a three-tier framework and hierarchy of controls that can minimise harm, damage and litigation. Gain a deeper understanding of what lies beneath challenging behaviours and learn to use objective, measured approaches and assertive communication to increase safety of customers and staff.

Who Will Benefit

Anyone exposed to challenging or volatile behaviours in the workplace from front-of-house staff, support workers and supervisors across a range of industries and community services.

Content

  • An understanding of how to identify stressors and positive alternatives
  • A clear model for reading the signs of distress or aggression, the level of risk and appropriate response
  • Matching targeted responses to specific challenging behaviours
  • An understanding of crisis communication, responses to manipulative behaviour and calm, assertive body language
  • An understanding of the principles of evasion, deflection and escape from attacks
  • Dealing with emotional issues in an objective manner.
Course Number
177
Dates
    Make a Booking
    Duration

    3 Hours
    Time
    Location

    * Minimum numbers are required for course to proceed

    Similar Programs

    Manage People Performance

    Managing the performance of others is an ongoing cycle of planning with people what they are to achieve, helping them with their day-to-day activities, reviewing their performance and collaboratively helping them to meet required outcomes as well as ensuring they develop their skills and knowledge. The cycle is demonstrated using role plays and case studies.

    Creating a High Performance Team

    Most of us work in teams; this program examines strategies to ensure your team work effectively together to achieve a set of goals and objectives. Performance outcomes, the skills and knowledge required to promote teamwork and the development of team plans are discussed and modelled through case studies and simulation exercises.

    Workplace Safety

    An effective OHS system is essential in any organisation to support promotion of a safer working environment. This program will explore how to implement, maintain and monitor an effective OHS system within the workplace.

    Manage Projects

    Project management has become a critical managerial competency. For those involved in low value, low risk projects, this very practical program provides an understanding of the four phases of project management - initiation, development, implementation and finalisation.

    Stress Management

    Stress can be good, helping us to improve performance however 'distress' is counterproductive and has serious side effects. While stress is unavoidable, we can understand and harness its powerful energy to create the lifestyles we want for ourselves. This program teaches participants how to handle stress and use it positively.

    Crisis Intervention - Assisting Distressed Customers

    Customers get distressed and emotional for a variety of reasons but how you respond can make a difference to how that customer feels. This three hour workshop will assist you on how to handle distressed and emotional customers and how to handle those conversations sensitively.

    Continuous Improvement

    Relentless change and the pressure of market forces place increased demands on organisations to continuously improve their products and services. To remain competitive, organisations must continually seek ways to proactively improve all aspects of their business, including workplace relationships, processes, products and services.

    Driving Outcomes to Get Results

    "When all is said and done, more will be said than done". Unfortunately, this adage describes many workplaces. This program seeks to counter this notion by skilling participants with practical skills and energy to complete tasks, meet targets and get on with the next project.

    WHS for Managers, Supervisors and Team Leaders

    People are becoming aware of their responsibility as managers for the safety and health of their staff or people who may be contracted into their workplace. Each manager now is required to not only identify the OHS/WHS issues relating to their workplace, but also understand the legislation that pertains to their organisation and the implications if this is not adhered to.

    Personal Work Priorities and Professional Development

    This practical program equips participants with the skills and knowledge to face choosing and setting priorities head-on. Learn how to set realistic goals and targets, organise work activities and achieve a healthy work life balance whilst meeting agreed goals and expectations.

    Operational Plans

    If an organisation is to reach its desired goals, sound planning is essential and implementation of that plan is an important key to success. Participants will learn how to develop and implement an operational plan, manage operational resources and monitor and review operational performance.

    Shaping Your Organisational WHS Culture

    Every manager wants to develop the 'right' Work Health and Safety (WHS) culture for their business but many struggle to describe what that culture would actually look like. This program is designed to provide an introduction to the process of shaping the culture of an organisation which forms a critical part of ensuring excellent WHS performance and the ongoing viability of your business.

    Leading a Diverse Workforce

    Most people agree that diversity is a good thing for a workplace. However, few recognise that it can be more demanding to manage such a group of people and to realise the full benefits from diverse thinking and perspectives. Increase your toolkit of leadership skills for thriving on diversity through attendance on this program.

    Developing Resilience

    In life, things go wrong from time to time but it’s how we face those challenges that can make all the difference. Participants attending this program will learn practical, behaviourally based techniques to help rebound quickly and positively after facing difficulties.

    The Frontline Leader

    One of AIM WA's most successful and well regarded programs, The Frontline Manager program is specifically designed to create a Return On Investment (ROI) for both the organisation and the individual through a highly interactive learning approach. Participants are challenged to reflect on their role and style and to explore ways they can significantly improve the performance of their work team.

    Preventing and Responding to WHS Incidents

    WHS incidents can range from minor non-compliance to catastrophic injury or death. It is therefore essential that organisations adopt a systematic approach to investigation of incidents and introduce measures to minimise or respond appropriately to future incidents.

    Implementing Safety Risk Management

    Having an approach to risk management is never enough. Implementing the strategy and embedding it in the day-to-day activities of all staff is key to reducing the hazards and engaging employees.

    Effective Workplace Relationships

    Good workplace relationships are essential to ensure teams or business departments can work effectively. There are a multitude of essential skills covered in this program which will help participants increase their influence within their work team.

    Safety and Health Representatives Program

    Safety and Health Representatives need to confidently and competently engage everyone in meaningful communication about the risks and remedies for incidents and injuries in the workplace. To be recognised by WorkSafe, participants attending this program MUST be a Safety Representative. A 'representative' means a Safety and Health Representative duly elected in accordance with the OSH act.

    Workplace Leadership

    Responsible leadership is a prerequisite for high performing teams. This program focuses on creating an understanding of the role of the leader in a modern organisation. Flexibility and the capacity to apply a range of leadership styles is critical. Based around in-depth case studies, participants will be encouraged to identify leadership principles and how they can be applied in their work environment.

    Experienced Supervisor

    This program builds on existing key skills and knowledge of people management. It examines at a greater depth communication issues, leadership, the changing role of supervisors, leading team meetings, managing workplace relations and implementing change. Attendance will enable a supervisor to maximise their own potential and that of their staff.

    Better Mental Health at Work

    A mentally healthy workplace involves managers with the skills and confidence to address mental health in the workplace. People managers have a key role to play through minimising stress and other hazards, noticing warning signs, initiating conversations and providing appropriate support.

    Building and Sustaining Innovation

    Innovation is an over-used word in modern organisations yet it remains an important ingredient of a successful team. This program adopts a practical perspective and explores ways to embed innovation into the culture of the team.

    New Supervisor

    Learning how to be a good supervisor is critical for individuals to reach optimum effectiveness faster and avoid feeling like they’ve been ‘thrown in the deep end’. This Perth based introductory supervisor training program shows new leaders the functions of leading effective groups or teams. ‘New Supervisor’ helps develop the skills and techniques required to set the foundations for efficient communication and effective relations between supervisor and staff. The learning outcomes of this program have applications across all industries, including; construction, safety, mining, hospitality, government and more. Welding together concerns of task, team and individuals, this program will ensure participants perform at the highest level on site or in the office.