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Half Day | Max. 15 Participants
Workshop Outcomes
- Understanding customer service in the cross-cultural space
- Identify conflict risk behaviours, triggers, and responses
- Increased capacity to establish safe boundaries
- Increased skills to help you de-escalate
Topics Covered
- Understanding the cross-cultural communication space
- Understanding conflict, power dynamics and reactive behaviours
- Creating professional boundaries
- Understanding your communication and conflict risks
- De-escalating tensions and tactical empathy
- 3 tips to reframe the conversations
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 as an introduction to some of the challenges of working in a cross-cultural conflict space and will help them understand some of what impacts service delivery. It aims to provide them with basic tools that empower them to de-escalate communication and focus clients forward.
Workshop Outcomes
- Understanding customer service in the cross-cultural space
- Identify conflict risk behaviours, triggers, and responses
- Increased capacity to establish safe boundaries
- Increased skills to help you de-escalate
Topics Covered
- Understanding the cross-cultural communication space
- Understanding conflict, power dynamics and reactive behaviours
- Creating professional boundaries
- Understanding your communication and conflict risks
- De-escalating tensions and tactical empathy
- 3 tips to reframe the conversations
Who is this workshop for
This workshop has been designed for front line workers and their team leaders.
Handouts/materials provided
PowerPoint Presentation
Worksheet, hand out and resource links
Engaging Bravely E-book link
What to bring
Pen and paper if you like to record your thoughts.
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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