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)

Saxons
500 Collins St
Melbourne, VIC 3000
Australia

Michaela Edwards
Membership Officer
SOCAP Australia
Phone: 02 8095 6426
www.socap.org.au
Email: socap@socap.org.au
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Description

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.

LEARNING ​OUTCOMES

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.

WHO ​SHOULD ​ATTEND

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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