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Full Day | Max. 15 Participants
Workshop Outcomes
- Understanding of customer service and the impact of conflict in the cross-cultural space
- Identify conflict risk behaviours, triggers, and responses
- Increased capacity to establish safe, professional boundaries
- Increased skills to help you de-escalate conversations
- Communication framework to help create clarity with compassion
- Increased capacity to future focus even when things are hard
Topics Covered
- Understanding conflict and working in a high conflict industry
- Exploration of power dynamics and conflict behaviours
- Mindset, managing emotions and self-care
- Creating professional boundaries with mutual respect
- Introduction to Risk management for effective engagement
- De-escalating tensions and tactical empathy
- Skills to enhance communication
- 3 steps process to better outcomes
Location
- Willing to work remote
- Willing to work interstate
- Willing to work internationally
How can this workshop be delivered?
- Face to face
Overview
If you are a service provider working in the cross-cultural space, it is highly likely your team will encounter specific challenges around communication and the creation of effective working relationships. Often this impacts front-line workers who end up engaging with people whose behaviour can become heated, frustrated or conflict focused. This workshop has been designed to empower your team with an understanding of communication challenges, insights into conflict risks and tools on how to de-escalate communication and focus clients forward.
Workshop Outcomes
- Understanding of customer service and the impact of conflict in the cross-cultural space
- Identify conflict risk behaviours, triggers, and responses
- Increased capacity to establish safe, professional boundaries
- Increased skills to help you de-escalate conversations
- Communication framework to help create clarity with compassion
- Increased capacity to future focus even when things are hard
Topics Covered
- Understanding conflict and working in a high conflict industry
- Exploration of power dynamics and conflict behaviours
- Mindset, managing emotions and self-care
- Creating professional boundaries with mutual respect
- Introduction to Risk management for effective engagement
- De-escalating tensions and tactical empathy
- Skills to enhance communication
- 3 steps process to better outcomes
Who is this workshop for
This workshop is primarily designed for front line workers, though Team Leaders and managers would benefit from attending in order to support their team members as they embed their new knowledge.
Handouts/materials provided
Powerpoint presentation
Worksheet and resource tool
Engaging Bravely E-book link
What to bring
Paper and pen or like to take notes if that is you preference.
Facilitator
About the facilitator
Sarah is a multi-award winning Corporate Trainer, Conflict Strategist and Mediator. As a second-generation practitioner with 25 years of experience, she has a calm and confident delivery and coaching style that helps clients navigate complex decision-making during times of growth, conflict, change and crisis.
Sarah is passionate about helping people and organisations have the conversations that matter, to build more effective decision making capability and improved internal negotiation skillsets.
Her expertise in high conflict cases – the multi-party, cross-border or cultural disputes that are increasingly impacting government and commercial sectors; has received international recognition and has resulted in organisations and leaders increased capacity to strengthen relationships and maximise outcomes. With a multi-discipline perspective to problem-solving, Sarah aims to empower you.
As a trainer, she has delivered Nationally and Internationally recognised courses; has lectured at Universities and worked in some of the most complex situations across remote Australia and into the Pacific. She has served on multiple local and national committees, has delivered talks in over 9 countries, and is sought after internationally to contribute to industry growth. Her clients have included the World Bank, BHP and Australian Federal Police.
Based in:
About the facilitator
Sarah is a multi-award winning Corporate Trainer, Conflict Strategist and Mediator. As a second-generation practitioner with 25 years of experience, she has a calm and confident delivery and coaching style that helps clients navigate complex decision-making during times of growth, conflict, change and crisis.
Sarah is passionate about helping people and organisations have the conversations that matter, to build more effective decision making capability and improved internal negotiation skillsets.
Her expertise in high conflict cases – the multi-party, cross-border or cultural disputes that are increasingly impacting government and commercial sectors; has received international recognition and has resulted in organisations and leaders increased capacity to strengthen relationships and maximise outcomes. With a multi-discipline perspective to problem-solving, Sarah aims to empower you.
As a trainer, she has delivered Nationally and Internationally recognised courses; has lectured at Universities and worked in some of the most complex situations across remote Australia and into the Pacific. She has served on multiple local and national committees, has delivered talks in over 9 countries, and is sought after internationally to contribute to industry growth. Her clients have included the World Bank, BHP and Australian Federal Police.
Based in:
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