Face to Face Skills for Public Facing Roles - Keeping things calm when people get heated

3x 90 minute Online Workshop
Tuesday 4, 11 & 18 May 2021, 9am - 10.30am

Public facing employees today serve a far broader mix of people and personalities then almost any other profession. And by far, the majority of our community members are pleasant, cooperative, and appreciative of our services. A certain percentage, however, range from difficult, to demanding, to angry, to irrational, to downright intimidating. These individuals require special attention, special skills, and special strategies – if we are to interact with them effectively and make our workplace a safe and sane place for us to be and to feel good about.

This unique online workshop provides training in developing the actual verbal, emotional and physical interpersonal skills we all need to turn conflict into cooperation, and successfully deal with the most challenging types of people.

The workshop’s focus on real public sector work dynamics, and it’s unique, hands on – what to do – training emphasis goes to the heart of addressing a topic that concerns every public employee. 

Content

Making Difficult Conversations Easier
Often, we know that if the conversation is handled badly, it will result in serious repercussions. In some instances speaking up (or down) “the chain of command” is stressful. For many, it often comes down to personality and style. Some people really are just difficult to talk to in any situation. And some of us, simply have a difficult time talking to certain people - period.

Of course, in a setting like ours, one of the most essential factors of many difficult conversation is that after the conversation is over – we will, undoubtedly need to continue seeing and working with this person in the future. So we want to get it right. After all, ongoing (personal and professional) relationships carry much more responsibility then “one-time” meetings.

Responding to Difficult People - Keeping Public-Facing Roles Safe
Public-facing employees serve a far broader mix of people and personalities then almost any other profession, and while the majority of our community members are pleasant, cooperative, and appreciative of our services - some arrive agitated and stressed. To keep everyone safe, these individuals require special attention, special skills, and special strategies – if we are to interact with them effectively and make our workplace a place for us to be and to feel good about. This unique module provides training in developing the actual verbal, emotional and physical interpersonal skills we all need to turn conflict into cooperation, and successfully deal with the most challenging types of people.

Handling Stress In the Public Workplace
This workshop specifically addresses the types of stressors we most commonly face when working with the public. It will help participants understand how stress works, and how it affects us at home, at work, as individuals and as organisations. It will provide proven tools for building the personal strengths and emotional reserves we all need to deal successfully with the most challenging demands of the work day and modern life. The session will be focused on providing participants numerous actual, practical, personal and inter-personal stress management techniques and skills they will be able to use immediately.

Who is Edmond Otis?

Edmond is a health educator, licensed psychotherapist, and speaker who consults with business, public and private organisations, medical and social service agencies, individual clients, athletes and sport teams, in New Zealand and the US, to improve communication, reduce conflict, minimize stress, increase resilience, and facilitate better outcomes.

Edmond and his family moved to New Zealand in 2008 and became citizens in 2015. He is a senior lecturer in Health and Sport Science at the Eastern Institute of Technology (EIT), and prior, a Senior Lecturer in Humanities, and Director of Martial Arts in Athletics, at the University of California, Riverside, where he was twice recipient of the University Distinguished Teaching Award.

Edmond developed ‘Let’s Make Me Resilient’ school program with Health Hawke’s Bay – the primary health organisation in Hawke’s Bay.

“More than anything else, I'm continually fascinated by the endless ways actions, thoughts, emotions, and relationships – impact our performance, our resilience, our health, and the quality of our lives.”

Who Should Attend

These online training workshops are for anyone that is public facing and who have a customer relationship.

Date & Location

Tuesday 4, 11 & 18 May 2021, 9am - 10.30am

You will be sent the details to 'attend' this ZOOM meeting once you are registered.

Price & Registration

3x 90 Minute Workshop
$350.00 inclusive of GST

Registration process
Payment online is by Debit or Credit Card: VISA, Mastercard or American Express only and there are 3 easy steps to complete the online booking process.

Upon hitting the blue "Complete Booking" button, you will receive an automated email confirming your registration and you will also be a sent in a separate email a Tax Invoice showing your booking as being paid in full by Credit Card.If you have any issues or questions about your booking, please contact Feona Horrex on 0272 040425 or email: feona@grow.co.nz

We work hard to ensure that all workshops are cost effective by automating our systems. If you require an invoice (rather than paying by debit or credit card) there will be a $25.00 inc GST surcharge for this, and you will need to supply:

  • The full name and postal address required to appear on the invoice.
  • The contact name and email of the person(s) responsible for authorising this expense and approving payment.
  • Any purchase order references required on vendor invoices.

Please email feona@grow.co.nz  if you would like to reserve a place, as our workshops fill quickly.

What happens if you have to cancel?

We know that sometimes your plans can change for many different reasons. Should you be unable to attend, a substitute delegate is welcome to attend at no extra cost. If a substitute delegate is not available and you need to cancel your registration, please be aware of the following:
Up to 7 days prior to the event you will be provided a refund of your registration cost, less a $20.00 inc GST per attendee service charge.
 
If you cancel within 7 days of the event, you are not eligible to receive a refund. Please note: should your registration not be paid by the time of the event, you are still liable to make the payment. Unpaid accounts may be passed over to our debt collection agency and additional costs may be incurred.
 
All cancellations must be received in writing via email.
 
Training is cancellable by GROW with 3 days’ notice if a minimum number of attendees is not met and full refunds will be provided.
 
Please note: GROW Ltd reserves the right to make any amendments that we may deem to be in the best interest of the forum – it is however very unlikely and we will notify you as soon as possible should this occur.

For more information see our full Terms of Trade.

Further Details

This workshop will be delivered using ZOOM. Please familiarise yourself with ZOOM, it is very easy and free to use.

Watch this video on How to Join a ZOOM meeting: https://blogs.otago.ac.nz/zoom/how-to-join-a-zoom-meeting-step-by-step/

CONTACT US

For further details, please contact:
Feona Horrex at feona@grow.co.nz or
Phone: 027 204 0425