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X-ORIGINAL-URL:https://frsa.org.au
X-WR-CALDESC:Events for FRSA
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DTSTART:20190406T160000
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DTSTART:20191005T160000
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DTSTART;TZID="Australia/Sydney":20190820T083000
DTEND;TZID="Australia/Sydney":20190820T163000
DTSTAMP:20260510T112709
CREATED:20190626T050001Z
LAST-MODIFIED:20190626T050001Z
UID:10948-1566289800-1566318600@frsa.org.au
SUMMARY:Tough Conversations for Frontline Staff  | Brisbane
DESCRIPTION:Tough Conversations for Frontline Staff is a practical workshop for those at the frontline of a school\, council or service organisation to manage difficult\, emotional encounters with members of the public. \nThis workshop provides the practical elements and skills for effectively dealing with offensive behaviour as it arises and what to say to defuse strong emotions. \nAttendees will see video examples of both poorly conducted conversations and\, by contrast\, more effective conversations. \nThe course teaches a method to: \n\nReasonable expectations to hold about a persons ability to exert self-control so that you can respond appropriately.\nAn understanding of what constitutes ‘normal’ versus ‘abnormal’ in behaviour.\nHow to describe a problem using a template approach.\nImportant conflict resolution one-liners to recall when managing a tough conversation.\nWhat the research is saying about great customer service and satisfaction.\nWhat you can do to assist someone to regain control.\nHow to factually and reliably record an incident in the case of further reporting.\nPractise at completing the re-useable worksheets.\n\nPlease note that this is not a train-the-trainer course and it is not designed for the subsequent on-training of other workers back at your workplace. Participants will sign a training agreement to this effect on the day of training. \nWhat’s included: \n\nTraining in how to conduct difficult conversations using a script to achieve accountability\nA training manual containing course notes\nRe-usable worksheets to prepare for a difficult conversation\nA certificate of completion\nLunch and refreshments.\n\n
URL:https://frsa.org.au/event/tough-conversations-for-frontline-staff-brisbane
LOCATION:Souths Leagues Club\, Jane Street\, Davies Park\, West End\, Brisbane\, QLD\, 4101\, Australia
CATEGORIES:Professional Training,Staff/Team
ORGANIZER;CN="Parentshop%20Pty%20Ltd":MAILTO:service@parentshop.com.au
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