The De-escalating Challenging Conversations training course is run by PWSS Academy. This 1 hour session supports Commonwealth Parliamentary Workplace staff to maintain safe and effective communication during challenging interactions, whether in person, or over the phone. Participants are encouraged to explore their existing strategies and discuss additional techniques that are useful for their specific context.
Learning aims:
• Describe the influence of pressure on perception and behaviour, including common reasons for escalation.
• Identify a range of strategies for maintaining safe and effective communication with escalated stakeholders within role scope and boundaries.
• Articulate organisational and personal strategies for maintaining wellbeing when working with escalated and distressed stakeholders
PWSS facilitated sessions can be delivered virtually or in person, and topics can be combined to form a customised workshop. Contact 1800 747 977, email training@pwss.gov.au or log into the PWSS Academy to register your interest.
