Learn strategies to diffuse difficult situations, manage intense emotions, and move towards positive solutions.
Everyone gets frustrated or angry on occasion, particularly when they are under pressure. Most people deal with their anger and frustrations in ways that are socially acceptable and appropriate. Other people however, may deal with their anger and other strong emotions in unhelpful ways that do not lead to a resolution. They may even make the situation worse.
In this workshop, we will discuss and practice strategies that you can use to diffuse situations where clients, colleagues or community members may be exhibiting strong emotions and/or difficult behaviours. When using these strategies, it is important to have an understanding of your own particular triggers and how you can manage your own emotions.
By the end of this workshop, participants will be able to:
- explain how and why people react to difficult situations physically and emotionally
- apply strategies for helping others to manage emotions
- develop and apply effective communication skills
- articulate and apply conflict management strategies
- demonstrate an understanding of how to monitor and maintain self-care.
A range of workers in community organisations, social services, schools or businesses dealing with challenging clients or colleagues.
About the presenter
Samantha Winnick has a wealth of experience, working in the community services and training sector undertaking work including case management, client assessment, leading family violence programs, correctional programs and family services, youth work, protective care and community welfare programs.
Samantha has also worked in numerous, diverse high performing teams with the complexities that come with managing challenging environments. This experience extends to program development and delivery in an online environment.