Challenging encounters

Enhance your ability to participate in challenging conversations or meetings. This training covers emotional resilience, communication skills, self-care and more.

Communication Training Melbourne & Online

Price from

Contact us below for pricing

Duration

1 to 2 days

Location

In person at your workplace (Australia wide); or online.

Build your confidence to navigate challenging conversations

Challenging encounters range from direct conflict to more subtle, tricky situations, but they can all tap into our deep fears – the stakes can become very high very quickly. With training in awareness of environmental factors and our own contribution to the encounter, however, we can create vastly different outcomes.

We use the term challenging encounters deliberately, because we don’t believe you need to ‘deal with difficult people’. Considering people ‘difficult’ tends to put all the responsibility on the other person. Our approach goes beyond this view.

Why our training for your staff?

We deliver this training in-house, and always adapt the content to meet your organisation’s specific needs.

Providing this training for your staff builds practical confidence, so they can make a constructive contribution to dealing with any challenging encounters.  Self-aware, emotionally resilient people routinely handle challenging encounters or aggressive behaviour more effectively.  In fact, they will be able to prevent many from occurring!

This program supports you to change your behaviour and develop the ability to influence others.  Staff can use this approach in many different internal and external situations. These are useful life skills as well as for work.

Discuss your needs

What will participants learn?

  • Understanding of challenging behaviour

    The role of the unconscious and self-awareness

    Understanding and managing your responses to another’s challenging behaviour

    Recognising the ‘triggers’; causes and signs of possible aggressive behaviour

  • Skills to help deal with challenging behaviour

    It’s not what you say, but how you say it!  These communication skills include:

    - Heart listening

    - Responding with compassion

    - Validating and normalising people’s experiences

    - Giving hearable feedback

    - Staying centred and on message

    - Maintaining your boundaries

    - Asking people to do things they are not happy about

    - Acknowledging people’s fears

  • Emotional resilience in challenging encounters

    Managing yourself and others in the midst of challenging behaviour

    Recovering after a challenging incident

    Keeping yourself safe

    Self care

    The importance of debriefing

    Supporting others who have been involved in challenging encounters

    Peer Debriefing