Most people will at some time be faced with a client or colleague who is highly distressed, or whose behaviour is harassing, bullying or aggressive. For a variety of reasons, some people may not feel able, or want, to report such experiences. Too often, the person on the receiving end of unreasonable behaviour feels the only viable option is to leave. The poor behaviour persists. No learning or benefit is gained. Being equipped to navigate challenging behaviours and heightened emotional reactions of others as well as manage your own responses is a skill set we can learn and develop.
Most training approaches emotional skills training from an ‘outside-in’ perspective; ‘What is the other person doing and how should I respond?’. This training will teach you to approach such situations from an ‘inside-out’ perspective; ‘How is my internal response, taking into consideration my conflicts and agenda of various parts of me, influencing my interactions and responses to the other person and how can I respond more effectively?
An ‘inside-out’ approach does not make you responsible for how another person behaves. Rather, it empowers you to respond in ways that build your skills and confidence to support, and be in control of yourself, set appropriate boundaries and navigate difficult interactions.
This training is an adjunctive support and does not replace an organisation’s responsibility to create and maintain a safe working environment.
Participants will be able to: