Senior Executive Business Forum
Date: Thursday, 27th of April 2017
Time: 8:45am to 10:45am (1hr 15min presentation and 45min Q&A)
Venue: CommuniCorp Head Office | Level 6, 275 Alfred Street | North Sydney
Facilitator: Dr Laura Kirby, Director & Principal Psychologist | CommuniCorp
Cost: Free of charge. Limited to 12 places. Maximum 1 representative from any single organisation. * Strict eligibility criteria apply.
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"Handling Aggressive and Challenging Customer Behaviour"
Managing a Key Risk to Psychological Health & Safety
Aggressive and distressed customer behaviour poses a serious risk to the physical and psychological safety of employees across many customer service domains. The causes of aggressive client/customer behaviour can be quite broad, but the impact on staff is frequently profound. While there is national legislation to help prevent aggressive behaviour internally among employees, organisations often have limited control over the type of behaviour that clients/customers present within the workplace or over the phone.
Work areas regularly exposed to challenging customer/client behaviour are associated with higher levels of psychological injury, higher level of absenteeism, and higher level of staff turnover. Largely this is due to the particular psychosocial demands of these roles, and the more specialised capabilities required to not only de-escalate, manage and even prevent aggressive behaviour from occurring, but also maintaining personal resilience when this is a regular factor in the work environment.
CommuniCorp has worked extensively to assist organisations manage the risks posed by such client-staff interactions. Our experience is specifically focused on those in customer facing, contact centre, and customer service support roles. We have developed a range of strategies and guidance for organisations seeking to better protect their staff well-being, as well as limiting and de-escalating customer behaviour.
We will share some of these insights in our upcoming interactive forum, exclusively for HR/WHS and L&D from larger organisations. Our experienced Principal Psychologist, Dr Laura Kirby, will discuss lessons learned from years of experience working with organisations to better handle difficult customer behaviour, and fostering staff resilience to challenging interactions.
* Eligibility: Given the very limited places available, attendance at this event is by invitation and through expression of interest.
Representatives and staff from, or affiliated with, corporate training organisations or psychological service providers, HR, WHS/OH&S and management related consultancies are ineligible to attend. Attendance is at the sole discretion of CommuniCorp.
This course is designed for senior HR/WHS executives working in fields with aggressive and challenging customers, with strategic/operational responsibility for psychological health related initiatives from larger organisations (300+ FTE staff). The content, methodologies and activities/action points within the workshop are typically only applicable for those with strategic HR and WHS oversight in this area and not applicable to those in Injury Management/Rehabilitation/RTW roles.
If the session is full please email email@example.com to be put on a wait list or to be provided with further information about our courses.
About Dr. Laura Kirby, Director and Principal Psychologist at CommuniCorp
Dr. Laura Kirby is Director and Principal Psychologist of leading national corporate psychology firm, CommuniCorp Group. Laura is well-known within the field, having steered many large organisational rollouts both in the design of customised psychological health solutions and also through her expert delivery. Most recently Dr Kirby worked closely with one of the major Banks on their "Aggressive Customers" program, which was awarded the Australian Business Award for Human Resource Management. With a background in organisational psychology and mental health, Laura has developed her expertise in researching, assessing and understanding stress and psychological health and engaging appropriate intervention and prevention strategies for individuals, teams and the broader organisation.
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