We believe that large organisations should have the ability to train their own people. Staff understand the unique needs of the organisation and provides your organisation with greater flexibility. This 2-day certificated course, is highly interactive course and contains contains practical components, a published workboook and concludes with a written exam.
Delegates must be current trainers within your organisation and can only deliver the programme while employed with you. They must requalify every two years where they will receive updated and/or additional strategies in this half-day requalification workshop.
Topics
Understanding our brain – With a negativity bias, up to 80% of our memory is of bad things which increases the effects of fight-flight-freeze that leads us to impulse-reacting. How to control our automatic response to control others behaviour.
Communicating to engage – Advanced skills specific for the most challenging situations, using voice and tone to affect change, and controlling the venting process.
Reading and using body language – techniques to predict and reduce inappropriate behaviour.
Engagement techniques – Simple statements to engage with those who might unexpectedly cry, become angry, or turn to aggression.
Advanced communication skills;
o Triple Support© - Provide support for those suffering a loss.
o Triple A© - Agree, Acknowledge & Assure to de-escalate those angered.
o Triple Sentence© - Negative, Neutral, Positive to deliver a difficult message.
o Triple Request© - Three warnings of caution to someone not responding.
Managing threats – Controlling those who threatening harm to others.
Managing those who are struggling – Identify the signs that someone is struggling with negative thoughts including suicidal ideations and what to say to maximise engagement. ‘Shake and take’ them to expert help.
First responder actions – Listing the actions to take when assisting a colleague without adding to the volatility and how to then work in tandem.
Debriefing incidents – Three methods of debriefing incidents for a positive outcome.
Managing personal stress – Practical techniques to mitigate the impact of challenging events including how to switch off after work and get a better night’s sleep.
For details on all our courses, download our course brochure by clicking on the button below: