Maximising your Resilience in the Workplace and Beyond - Brisbane - 11 September

Brisbane City, QLD(AUS)
Wednesday, 11 September 2019

Maximising your Resilience in the Workplace and Beyond - Brisbane - 11 September

Wednesday, 11 September 2019 9:00 AM - 4:30 PM (Brisbane Time)

Level 11
300 Adelaide St
Brisbane City, QLD(AUS) 4000

SOCAP Australia
Phone: 02 8095 6426
Start Your Registration
  1. You must register a group of 3 or more.
  2. 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.


Being ​able ​to ​take ​difficult ​situations ​in ​your ​stride ​is ​a ​crucial ​attribute ​for ​all ​consumer ​affairs ​professionals, ​particularly ​those ​working ​in ​dispute ​resolution ​or ​complaints ​handling.

The ​ability ​to ​build ​and ​maintain ​resilience ​is ​critical, ​with ​lack ​of ​bounce ​or ​rebound ​taking ​a ​toll ​on ​personal ​wellbeing ​resulting ​in ​diminished ​energy ​and ​enthusiasm ​for ​both ​work ​and ​personal ​life.

The ​work ​of ​complaint ​handling ​and ​dispute ​resolution ​can ​involve ​a ​high ​degree ​of ​emotional ​wear ​and ​tear. ​This ​is ​due ​to ​the ​emotional ​unpredictability ​of ​the ​complainants ​and ​the ​emotional ​and ​cognitive ​complexity ​of ​the ​work ​involved.

Recent ​advances ​in ​neuroscience ​and ​interpersonal ​neurobiology ​have ​given ​a ​far ​deeper ​understanding ​of ​the ​way ​interpersonally ​challenging ​work ​impacts ​our ​brain ​and ​the ​strategies ​we ​can ​use ​to ​best ​protect ​ourselves.

Key ​indicators ​that ​resilience ​is ​lacking ​in ​yourself ​or ​your ​team ​can ​be ​poor ​team ​morale ​or ​a ​dysfunctional ​team, ​decreased ​productivity, ​professional ​burnout, ​increased ​sick ​leave ​and ​absenteeism, ​or ​in ​a ​worst ​case ​scenario, ​increases ​in ​work ​related ​stress ​claims.

As ​a ​manager ​or ​team ​leader ​within ​your ​business, ​it ​is ​your ​responsibility ​to ​learn ​to ​build ​resilience ​in ​both ​self ​and ​others.

While ​individuals ​are ​responsible ​for ​their ​own ​health ​and ​wellbeing, ​a ​work ​environment ​where ​customer ​calls ​often ​escalate, ​or ​are ​just ​plain ​argumentative, ​can ​erode ​an ​individual’s ​ability ​to ​manage ​this ​independently ​and ​it ​therefore ​becomes ​a ​work, ​health ​and ​safety ​imperative

Learning ​Outcomes: 

 ​- ​Increased ​understanding ​of ​personal ​and ​professional ​resilience ​including ​a ​comprehensive ​framework ​for ​understanding ​resilience ​and ​applying ​strategies ​that ​build ​and ​maintain ​resilience
 ​- ​Increased ​understanding ​of ​the ​relationship ​between ​stress, ​challenge, ​emotional ​intelligence ​and ​resilience
 ​- ​Increased ​understanding ​of ​relevant ​human ​brain ​function ​and ​behaviour
 ​- ​Enhanced ​self ​care ​strategies ​to ​prevent ​resilience ​reduction, ​rebuild ​and ​maintain ​resilience ​including ​body ​and ​mindfulness ​based ​techniques
 ​- ​Improved ​specific ​workplace ​strategies ​including ​preparing ​for ​the ​day, ​team ​self-care ​to ​enhance ​team ​resilience
 ​- ​Enhanced ​individual ​skill ​based ​strategies ​focussing ​on ​cognitive ​strategies ​including ​mindset, ​perspective ​taking ​and ​attentional ​strategies
 ​- ​Increased ​understanding ​of ​when ​and ​how ​to ​seek ​help
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