Bring in the Experts – Effective Communications: De-escalating and difficult behaviours

In many work environments, we may encounter clients (or other stakeholders) who are anxious, upset or concerned, and communicate these emotions in challenging ways, which can take its toll on you and your colleagues.

In this one hour webinar, Kay Chapman from Chapman Employment Relations will introduce advisers to ways of identifying early signs and deescalate situations of unease and confrontation both over the phone and in person.  She will provide some immediate tools and tips to help deal with difficult conversations with confidence and to recover from a difficult encounter more easily.

Learning Objectives:

At the end of this 1 hour webinar you will have a better understanding of why the challenging behaviour occurs, how you can identify the early indications and contribute positively to the situation by applying de-escalation techniques.

Course Content:

• You, them and the environment
• Understanding the difficult situation and the other person’s behaviour and motivation
  • Types of uneasy situations – What are they really saying? What is happening for them?
• Understanding your own reactions to conflict
  • Responding v reacting
  • What you are bringing to the situation
• Preventing poor situations from escalating
  • Understanding your audience – reassuring, respecting, empathising.
• Techniques for dealing positively with challenging behaviour
  • Defusing situational anger – de-escalation techniques
  • Exiting the situation – leaving the other person with dignity

How do I join the webinar series? Zoom Link– simply click on the link to register for the series
Can I ask questions during the webinar? Members will be provided the opportunity to ask questions via the written ‘chat’ function or the Q & A tab.
What is the cost? Free for Financial Advice Members and $50+gst for non-members.