Relationships Australia NSW

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Do you work in an area where you are faced with situations when you have to provide emergency counselling to your clients or customers? How do you manage your reactions and emotions and how do you apply boundaries to your role in a respectful and professional manner.

Would you like to be clearer about what to say or do to really help them in an initial phone call or face to face situation while maintaining healthy boundaries for yourself and them?

Workshop Overview

This Accidental Counsellor program is designed for employees requiring training in setting and managing the boundaries required to delineate accidental counselling from therapeutic intervention. Participants will be equipped with a basic understanding of the communicative skills in counselling and their principles. This workshop is designed to assist employees who are not trained counsellors but find themselves in a "counselling role by accident" within their organisation and are not sure how to safely and with integrity contain the conversation and refer clients or customers to the correct therapeutic intervention.

The workshop provides skills and knowledge in topics like

Setting and maintaining healthy boundaries,
Understanding clients in crisis and responding appropriately to de-escalate the situation,
The role of adrenalin in emotional flooding, self-soothing techniques, and neurobiology.
Personal triggers and how to build resilience in your role.

By utilising a mix of evidence based theory and practical learning activities in role play scenarios, participants learn in a structured learning environment to understand skills and knowledge required to manage emotionally stressful situations.

Learning Outcomes

Recognise clients and customers in crisis
Use strategies to de-escalate situations in client interactions
Contain, set and maintain boundaries
Use techniques to recognise and manage reactions and emotions.
Build personal resilience to be effective in your role
Respond to angry and distressed people
Understand points at which containment becomes important and the strategies to be assertive and respectful in high stress environments.

Who should attend this workshop?

This workshop is suitable if you are a:

Teacher
Manager
Supervisor
Team Leader
Aged Care support professional
Customer or client services officer or in any client facing role
Small business owner
Wellbeing health professional (personal trainer, yoga teacher, massage therapist etc.,)

Customisation

We customise this workshop to suit your organisational requirements:

Half or full day of training
Customised role play scenario to fit your business
Customised ‘boundary setting’ to suit your requirements e.g. (length of customer or client phone calls, your organisational culture etc)

Venue

Your workplace or
Relationships Australia NSW
68, Level 1, Waterloo Road Macquarie Park
NSW 2113