In many work environments, we may encounter clients or customers (or other stakeholders) who are anxious, upset or concerned, and communicate these emotions in challenging ways , which  can take its toll on you and your colleagues.

This interactive workshop will enable participants to identify early and deescalate situations of unease and confrontation both over the phone and in person.  We will empower you with tools and tips to deal with difficult conversations with confidence and to recover from a difficult encounter more easily.

Learning Objectives:

At the end of this 3.5 hour  program you will have a better understanding of why the challenging behaviour occurs, how you can identify the early indications and contribute positively to the situation by applying de-escalation techniques, and making sure you keep yourself and others safe.

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• You, them and the environmentUnderstanding the difficult situation and the other person’s behaviour and motivation
  • Types of uneasy situations – What are they really saying? What is happening for them?

  Understanding your own reactions to conflict

  • Responding v reacting
  • What you are bringing to the situation

  Preventing poor situations from escalating

  • High quality conversations set the tone – first impressions count
  • Active listening techniques
  • Understanding your audience – reassuring, respecting, empathising.

  Techniques for dealing positively with challenging behaviour

  • Defusing situational anger – de-escalation techniques
  • Exiting the situation – leaving the other person with dignity

  Keeping safe

  • Physical and emotional safety
  • Teamwork & support – debriefing after an event
  • Conducting yourself professionally after a difficult encounter
  • Understanding how you can make a positive difference