NESA Coaching Program
2 PART COACHING PROGRAM
Managing Challenging and Aggressive Client Behaviour
Starts Wednesday 16 January 2019
3pm AEDT (2:30pm in SA, 2pm in QLD, 1:30pm in NT and 12 noon in WA)
Target Group
All staff
Summary
When working with people from different walks of life on a daily basis, and often requesting them to undertake activities they may not be enthusiastic about, some level of challenging behaviour is inevitable. This is a two session online coaching program designed to build skills in dealing effectively with challenging behaviour from an employment services perspective.
The coaching program aims to provide you with all the skills to help you understand and deal with the challenges of a modern-day client-centred employment service. Participants will acquire knowledge on how to enhance their communication techniques and to avoid conflict in the workplace. Participants are expected to contribute to the discussion of techniques and to consider alternative and innovative approaches. The model of delivery for this coaching program requires “learning by doing”, an active learning approach whereby learners will be given work-based activities to be completed as part of the series
WHAT YOU CAN EXPECT
Session one : Self-management, resilience, and communication & listening skills. Session is being held on Wednesday 16 January 2019 at 3pm AEDT (2:30 pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)
Understand the principles of how to self-manage and remain resilient in confronting situations.
How to maintain safe limits and set client expectations.
Understand how good communication can influence people.
Learn how to develop effective listening skills and assist clients to develop new skills in communication.
Session two : Barriers and limiting client behaviour, responding effectively, and maintaining personal and others’ safety. Session is being held on Thursday 24 January 2019 at 3pm AEDT (2:30 pm SA, 2pm QLD, 1:30pm NT and 12 noon WA)
Understand the barriers to effective communication and how to maintain limits on client behaviour
How to recognise and deal with clients effectively when you feel like you are being provoked.
Have opportunities through case examples to link theory to practice and application for a safe environment.
Activity after session one
Provide a written example of a time when you were confronted by disruptive behaviour and what you did to de-escalate and minimise the effects.
FACILITATOR
Matt Luttrell (Bounce Australia)
With over six years’ experience managing hotels in Melbourne and Geelong, and over ten years’ experience in Employment Services in both front line and management roles, Matt has seen it all. He has worked in priority regions where high levels of anti-social behaviour are prevalent. Matt is educated and experienced in conflict management believing that the real secret is to be able to identify a challenging situation and effectively communicate with the individual to gain a mutually agreed outcome.
