A Trusted Learning and Development Advisor
A Trusted Learning and Development Advisor
Mad Bad Sad Tears Abuse and Threats is our # 1 most popular professional development course. It originated a few years ago as a course for a government insurance company that was knocking back last dispute insurance claims. The staff knew that every incoming phone call was a person who was irate, upset and sometimes threatening. The course then morphed to hospitals and community services. Now we have a version of the course for most sectors. Recently, the course has been very popular in regional government services and housing
Because of its popularity, the content gets updated quarterly, and the current course content has only a couple of models from the original version. Plus, it’s then tailored to the audience.
Working in organisations means you’ll be confronted with highly emotional internal and external customers. Mad, Bad, Sad, Tears, Abuse and Threats are some of the behaviours you’ll encounter. This niche course was designed for employees by an organisational psychologist to give you tools to deal with these unwelcome behaviours.
Excellent. Very timely for our staff. High level of participation. I have never seen this group so engaged and enthused the entire day!
Great course, good discussions and solutions provided. Good to take the workbook away to refer to. Gained more skills when dealing with conflict.
What a great program! Very informative and entertaining at the same time!
I really enjoyed the way that the course was delivered. Great interaction from the group to help work through scenarios
Great session and really happy that this was offered in our smaller rural area, instead of having to go all the way to Adelaide.
Trish was a fantastic presenter. I have learnt a lot and would highly recommend this course for everyone.
As a 30 year customer service veteran, I was surprised by how much insight I gained today
This course was great! Full day courses are rarely this engaging.
Really enjoyed the approach to the topic and presentation. Definitely have a new and reviewed way on our daily interactions at work. This has helped me realise and think differently about some compassion fatigue we experience & deal with others more empathetically than reactively.
Participants will learn how to deflect anger rather than confront anger. Participants will learn how to deal with these behaviours in a manner that keeps any follow-up aggravation at bay and more importantly keeps your people safe. Other participants that have completed this course have reported their surprise at how this methodology has helped them take control or regain control by using proven psychological tools.
These behaviours are difficult to face. Often there is no flow or logic to the outburst. The ideal outcome is that you remain safe and can put the incident behind you. Drug and alcohol affected people are now a growing hazard too.
This course helps participants discover a toolbox of ideas and strategies to use in these intense situations. Participants explore a number of psychological tools they can use when they feel intimidated or angry in these encounters.
