Dealing with People in Difficult Situations Course

Dealing with People in Difficult Situations is designed for people with
direct client contact, including reception and admin staff, case
management, customer service or direct service provision. The course is
run as a half-day workshop.

Date: Monday 2 December
Monday 16 December
Time: 9am until 1pm
Location: Lifeline Canberra, Level 1 of 71 Northbourne Avenue, Civic
Cost: $120 inc GST per participant ($100 inc GST per participant for
charities and community organisations or pension card holders).

Course Overview
This course provides participants with fundamental skills to deal with
people who are displaying difficult behaviour. This intensive course
equips people with the skills needed to de-escalate difficult situations
as they arise, and most importantly, the value of boundary setting and
self-care.

Learning Outcomes
On completion of this course participants can identify the value of
setting boundaries and self-care. Participants will have basic skills in
de-escalating crises using a range of strategies useful for the office
or home environment.

On completion participants will be competent in the following:
* Developing trusting relationships
* Basic mental health awareness
* De-escalating situations with significant emotion or crisis
* Resolving (terminating) situations at an appropriate time

For further information on these courses or to download a registration
form, please visit our website or contact the Lifeline Canberra training
team.

Web: www.act.lifeline.org.au<http://www.act.lifeline.org.au>
Email: training@act.lifeline.org.au<mailto:training@act.lifeline.org.au>
Phone: 02 6204 6402
Fax: 02 6257 4290