Foundation Courses
Coping Skills For Support
Our applied techniques are taken from various vocations to provide you with a range of effective tools to handle challenges at work. Grounded in science, you will learn why we react the way we do when under stress, how to control emotions, control over-thinking & worry, and provide clarity of thought during a stressful event. Because we are all different, our programmes take a holistic approach to mitigating workplace stressors.
Learning Objectives
Identify why we behave the way we do when under continual pressure
Have a basic understanding of how psychology and physiology work in tandem
Manage yourself and others during and after stressful events
Learn many practical techniques to strengthen personal resilience
Deal effectively with vexing problems while managing risk-exposure
Reduce pressure and stress in every aspect of your work and home life
Business Outcomes
A more resilient workforce - able to withstand the effects of pressure and stress
Reduced presenteeism and absenteeism
Acting decisively in response to challenges
Take greater responsibility for personal actions
An increase in positive attitudes
Employees acting with integrity
Advanced Communications
Enhanced communications are necessary when dealing with challenging people, both staff and customers. Utilising the learnings of great communicators such as Dr Norman Vincent Peale, Dr Carl Rogers, Napoleon Hill and Dale Carnegie, our communications packages ensure quick engagement with challenging people or for those who find themselves in difficult situations. We will show you simple techniques to take someone from anger to calm within a few short sentences.
Learning Objectives
Enhance your communication skills - we complement your existing training
Identify the key elements of engaged listening
Effectively manage challenging and difficult conversations
Recognise how to structure responses for swift control
Quickly build empathy and rapport to change behaviour
Effectively communicate across all five generations
Communicate professionally at meetings and when delivering presentations
Business Outcomes
Reduced customer contact time - more business with less effort
Enhanced customer journey - make it easier for your customer
Increased employee engagement - their job becomes much easier
Less conflict in the workplace - a more relaxed workforce
Reduced tension in communications - reduces conflict
Combined Communications and Coping Skills
An amalgam of the two courses detailed above, this is a comprehensive program which will provide benefit to your customer services representatives and front-line staff. Most of us find communicating in emotionally charged situations quite difficult, by learning how to effectively engage with people reduces the impact of the challenging event. Add personal resilience techniques and the result is a well-rounded employee who is more capable of handling stressful encounters.
NOTE: For a truly comprehensive conflict management course, simply add relevant aspects from our reception and personal safety courses. This is by far our most requested course.