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Half Day | Max. 25 Participants
Workshop Outcomes
- Understand how we use social cues to interpret interactions
- Demonstrate an ability to use self-awareness and self-regulation to de- escalate situations.
- Understand social awareness and social regulation to de-escalate situations
- Demonstrate an ability to communicate with respect, empathy and genuineness to de-escalate situations
- Demonstrate an ability to apply active listening skills to de-escalate situations
- Demonstrate an ability to use open ended questions to de-escalate situations
Topics Covered
- What social cues do we use when interpreting interactions with others?
- Emotional Intelligence – Self Awareness and Regulation
- Emotional Intelligence – Social (Others) Awareness and Regulation
- Communicating with respect, empathy and genuineness.
- Active listening skills.
- Open ended questioning skills.
Location
- Willing to work remote
How can this workshop be delivered?
- Face to face
Overview
For employers who have “public facing” roles, managing psychosocial hazards is becoming increasingly challenging due to the diverse nature of the hazards and the minimal control that they have over some situations in which their employees might find themselves.
This workshop is designed to give public facing employees the knowledge and skills to de-escalate situations in which emotions begin to get out of control. Participants will learn how to interpret their own and others behaviour and regulate their own behaviour to influence others, learn how to use active listening skills and open-ended questions to communicate with respect, empathy and genuineness to encourage respectful interactions and ensure that the public experience remains positive.
Workshop Outcomes
- Understand how we use social cues to interpret interactions
- Demonstrate an ability to use self-awareness and self-regulation to de- escalate situations.
- Understand social awareness and social regulation to de-escalate situations
- Demonstrate an ability to communicate with respect, empathy and genuineness to de-escalate situations
- Demonstrate an ability to apply active listening skills to de-escalate situations
- Demonstrate an ability to use open ended questions to de-escalate situations
Topics Covered
- What social cues do we use when interpreting interactions with others?
- Emotional Intelligence – Self Awareness and Regulation
- Emotional Intelligence – Social (Others) Awareness and Regulation
- Communicating with respect, empathy and genuineness.
- Active listening skills.
- Open ended questioning skills.
Who is this workshop for
Public facing employess who may experience situations in which emotions begin to get out of control as part of their role.
Handouts/materials provided
Participants handout containing key concepts, tools and templates.
There is an opportunity to participate in an emotional awareness profile at additional for the assessment of $220.00 incl GST per person. This assessment identifies areas of opportunity to improve self and social awareness and regulation and explores strategies to develop capability in these areas.
What to bring
Nil
Facilitator
About the facilitator
Sharlie is a multidisciplinary expert with an extensive background in continuous improvement, inclusive cultural change, diversity and inclusion, organisational design and operations leadership. She has successfully lived and led the implementation of these initiatives in continuous operations and project environments resulting in significant improvements in innovation, safety, production and business resilience.
Sharlie has a reputation for driving sustainable business improvement within single and multi-site facilities through strategy development and deployment, tactical execution plans with specific measurable business outcomes, and the development, training and coaching of visual business improvement systems, processes and tools.
Some examples of Sharlie’s experience include:
Design and delivery of a large (250+) multidisciplinary operational team comprising of technical, trades and operations personnel to ensure safe and efficient operation of a greenfield processing facility.
Implementation of a skills based, multiple interview panel, bulk recruiting strategy delivered workforce diversity that met or exceeded industry best practice standards in key diversity indicators.
Design and implementation of a new operational model to restructure a large (600+) existing workforce, achieving a 30% reduction in head count, while maintaining safety and production performance.
Developing and delivering an inclusive workplace and leadership training program to a large (250+) workforce to enable employees to build and maintain an inclusive workplace culture.
Working collaboratively with subject matter experts to establish operational learning pathways and develop associated training materials and tools.
Sharlie has a passion for engaging employees in an inclusive, innovative culture while achieving results focused business objectives. She has a strong focus on psychological safety, developing relationships and delivering training, tools and workshops for large and small organisations to build individual, team and organisational capability in the areas of business improvement, inclusive workplace culture, diversity and inclusion, organisational design and leadership.
Sharlie has delivered training for a range of clients including City of Rockingham, McDermott's and Eastern Guruma, WA Police, Construction Training Fund, MOGAS and North Metro TAFE.
Key Expertise
- Diversity and Inclusion Coaching
Industry Focus
- Mining and Resources
- Government
- Manufacturing
Based in:
About the facilitator
Sharlie is a multidisciplinary expert with an extensive background in continuous improvement, inclusive cultural change, diversity and inclusion, organisational design and operations leadership. She has successfully lived and led the implementation of these initiatives in continuous operations and project environments resulting in significant improvements in innovation, safety, production and business resilience.
Sharlie has a reputation for driving sustainable business improvement within single and multi-site facilities through strategy development and deployment, tactical execution plans with specific measurable business outcomes, and the development, training and coaching of visual business improvement systems, processes and tools.
Some examples of Sharlie’s experience include:
Design and delivery of a large (250+) multidisciplinary operational team comprising of technical, trades and operations personnel to ensure safe and efficient operation of a greenfield processing facility.
Implementation of a skills based, multiple interview panel, bulk recruiting strategy delivered workforce diversity that met or exceeded industry best practice standards in key diversity indicators.
Design and implementation of a new operational model to restructure a large (600+) existing workforce, achieving a 30% reduction in head count, while maintaining safety and production performance.
Developing and delivering an inclusive workplace and leadership training program to a large (250+) workforce to enable employees to build and maintain an inclusive workplace culture.
Working collaboratively with subject matter experts to establish operational learning pathways and develop associated training materials and tools.
Sharlie has a passion for engaging employees in an inclusive, innovative culture while achieving results focused business objectives. She has a strong focus on psychological safety, developing relationships and delivering training, tools and workshops for large and small organisations to build individual, team and organisational capability in the areas of business improvement, inclusive workplace culture, diversity and inclusion, organisational design and leadership.
Sharlie has delivered training for a range of clients including City of Rockingham, McDermott's and Eastern Guruma, WA Police, Construction Training Fund, MOGAS and North Metro TAFE.
Key Expertise
- Diversity and Inclusion Coaching
Industry Focus
- Mining and Resources
- Government
- Manufacturing
Based in:
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