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.
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.
