Accidental Counsellor for Complaint Handlers - Melbourne - 28 November

Melbourne, VIC
Tuesday, 28 November 2017

Accidental Counsellor for Complaint Handlers - Melbourne - 28 November

Tuesday, 28 November 2017 9:00 AM - 1:00 PM (Canberra, Melbourne, Sydney Time)

500 Collins St
Melbourne, VIC 3000

Michaela Edwards
Membership Officer
SOCAP Australia
Phone: 02 8095 6426
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    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.


The ​Accidental ​Counsellor ​and ​Mental ​Health ​– ​Complaint ​Handling ​Essentials ​for ​the ​Holiday ​Season

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
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