This three-hour virtual programme is designed for front-line staff who need to develop their resilience. It is a highly practical session, full of tips and techniques that will enable participants to develop their ability to ‘bounce back’ and to improve their coping skills.
Learning objectives
- Understand what is meant by resilience
- Explain why being resilient is so important
- Develop a resilient approach to customer service situations
- Manage challenging situations through the use of specific techniques
- Build personal confidence and gravitas
Expert trainer
Miranda has more than 30 years’ experience as an independent learning and development consultant and trainer. Much of her work is focused on the public service and VCSE sectors.
Session outline
This is the overview for the half-day, face-to-face session. Timings are approximate and will flex depending on the needs of the group. Virtual delivery follows the same content and sequence but with different timings and excludes the additional practise section.
1. An introduction to resilience
- What is resilience?
- Why is being resilient so important?
- Why do some people appear to be more resilient than others?
- What are the situations where we need to be resilient?
2. Resilience in customer service
- Being able to stand our ground
- Demonstrating gravitas through use of voice and tonality
- Non-verbal behaviour
- Calming – Reaching – Controlling
- What to do if a situation becomes ‘unrecoverable’
- Using complaints/appeals processes
- Managing sensitive situations
- Understanding games people can play
- Avoiding the ‘drama triangle’
3. Enhancing personal resilience
- Understanding the difference between pressure and stress
- Developing an internal locus of control
- Identifying early warning signals of not coping
- Building coping skills
- Coping strategies for self and others
- Learning from experience and the experiential learning cycle
