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In this interactive online training program, participants will learn how to:
Identify disrespectful, aggressive and abusive behaviours, and distinguish distress from abuse.
Use de‑escalation skills: active listening, empathy, calm tone, non‑defensive language, and negotiation to reach a workable outcome where possible.
Apply a simple Recognise–Respond–Report framework for managing risk and documenting incidents.
Set and communicate clear boundaries, including when to refuse service or end an interaction in line with policy and law.
Use techniques to manage stress, build resilience, and monitor their own mental health after difficult calls or visits
Do you have more than 10 people in your organisation that want to do this course?
Talk to us about group discounts or in-person workshops - kathy@queenbeeconsulting.com.au
In this interactive online training program, participants will learn how to:
Identify disrespectful, aggressive and abusive behaviours, and distinguish distress from abuse.
Use de‑escalation skills: active listening, empathy, calm tone, non‑defensive language, and negotiation to reach a workable outcome where possible.
Apply a simple Recognise–Respond–Report framework for managing risk and documenting incidents.
Set and communicate clear boundaries, including when to refuse service or end an interaction in line with policy and law.
Use techniques to manage stress, build resilience, and monitor their own mental health after difficult calls or visits
Do you have more than 10 people in your organisation that want to do this course?
Talk to us about group discounts or in-person workshops - kathy@queenbeeconsulting.com.au