Dealing with people who are distressed, angry or otherwise challenging to manage can be one of the most difficult part of someone’s role. This can equally apply to external customers and clients, or colleagues and employees. Providing training to people likely to be exposed to challenging behaviours, to enable them to better understand what is behind the behaviour and how to safely intervene or de-escalate the situation is important for the wellbeing of those on both sides of the interaction.
This workshop is designed for frontline workers including but not limited to retail, call centre, collections, customer services, complaints handling and escalations staff, case managers or anyone exposed to challenging interactions in the workplace.
This workshop aims to provide participants with practical skills and knowledge to deal with people who may present with challenging, abusive or
aggressive behaviour.
Managing Challenging Interactions is a 4-hour, interactive, facilitator-led session.
Using the Lifeline ’Recognise, Respond and Refer’ framework, participants will learn:
Download the Managing Challenging Interactions brochure.
"Thanks so much, the training was so useful for both professional situations, but also for personal, which was a surprising but very welcome addition to all the great aspects of the training. It's given us a really good framework to be able to manage some of the difficult situations we're facing as an organisation and given us as a department much better tools to know how to move forward. I also felt that it gave us a really beautiful way to connect and learn how to support each other, especially during this lockdown period, so thank you."