Accidental Counsellor for Complaint Handlers - Adelaide - 16 November

Adelaide, SA
Thursday, 16 November 2017

Accidental Counsellor for Complaint Handlers - Adelaide - 16 November

Thursday, 16 November 2017 9:00 AM - 1:00 PM (Brisbane Time)

300 Adelaide St
Adelaide, SA 4000

Michaela Edwards
Membership Officer
SOCAP Australia
Phone: 02 8095 6426
Start Your Registration
  1. You can also register a group. Learn More
    You will have the opportunity to add additional group members later in the registration process. If there are fees associated with this event, the total fees for all registrants in the group will be charged to the first person in the group. If members of the group are paying individually (for example, with different credit cards), you must create separate registrations for each.


With ​the ​holiday ​season, ​problems ​that ​people ​face ​or ​issues ​that ​they ​are ​dealing ​with ​become ​magnified ​and ​they ​are ​not ​solely ​confined ​to ​mental ​health ​issues. ​For ​instance, ​issues ​with ​isolation ​and ​the ​fear ​of ​being ​alone ​are ​real ​problems ​and ​are ​made ​worse ​by ​the ​fact ​that ​often ​a ​person’s ​regular ​sources ​of ​support ​may ​be ​away ​or ​close ​down ​for ​the ​holidays. ​For ​other ​people ​the ​emphasis ​on ​family ​over ​the ​festive ​season ​brings ​relationship ​problems ​to ​the ​fore ​and ​instances ​of ​domestic ​violence ​might ​also ​occur ​more ​frequently ​or ​intensely ​for ​some ​people. ​Drug ​and ​alcohol ​use ​might ​escalate ​over ​the ​holidays, ​and ​suicidal ​ideation ​and ​possible ​mental ​health ​issues ​may ​also ​increase.
For ​customer ​care ​and ​complaints ​handlers, ​such ​issues ​can ​also ​add ​pressure ​to ​the ​responsibilities ​and ​duty ​of ​care ​of ​consumers ​and ​complainants, ​particularly ​during ​the ​holiday ​period. ​
The ​Accidental ​Counsellor ​and ​Mental ​Health ​– ​Complaint ​Handling ​Essentials ​for ​the ​Holiday ​Season ​
workshop ​is ​aimed ​at ​equipping ​individuals ​with ​the ​ability ​and ​confidence ​to:
• RECOGNISE ​when ​a ​client, ​customer, ​colleague, ​friend ​or ​family ​member ​is ​struggling,
• RESPOND ​in ​an ​appropriate ​and ​compassionate ​manner, ​and
• REFER ​to ​appropriate ​support.
• Personal ​and ​organisational ​boundaries
• Anger ​and ​self-care
Participants ​are ​neither ​expected ​nor ​encouraged ​to ​be ​counsellors, ​however ​their ​compassionate ​and ​appropriate ​response, ​in ​the ​moment, ​to ​a ​person ​struggling ​to ​cope ​with ​their ​daily ​life ​can, ​and ​does, ​directly ​affect ​outcomes ​for ​the ​individual ​and, ​if ​applicable, ​their ​employer. ​Recognising ​suicidal ​ideation ​and ​learning ​how ​to ​Respond ​and ​get ​help ​are ​explicitly ​explained.
Self-care ​techniques ​are ​especially ​highlighted ​and ​are ​critically ​important, ​as ​being ​exposed ​to ​another's ​crisis ​can ​be ​a ​traumatic ​event ​in ​itself, ​and ​especially ​for ​complaint ​handlers ​whose ​roles ​require ​high ​levels ​of ​emotional ​intelligence ​and ​resilience.
This ​program ​is ​presented ​in ​conjunction ​with ​Lifeline ​and ​is ​specifically ​tailored ​for ​complaints ​handlers, ​customer ​care, ​and ​consumer ​affairs ​professionals. ​
Team ​leaders, ​managers, ​supervisors, ​complaint ​handlers, ​customer ​care ​agents ​and ​consumer ​affairs ​professionals. ​This ​training ​course ​will ​benefit ​front ​line ​complaint ​handlers ​in ​a ​high ​volume/high ​stress ​complaints ​environment
Copyright © 2017 Cvent, Inc., all rights reserved