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)

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


SOCAP Australia
Phone: 02 8095 6426
www.socap.org.au
Email: socap@socap.org.au
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Description

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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