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
Donna Plavljanic is the Senior Manager Training and Development at Relationships Australia Victoria. For over 20 years, Donna has led teams with experience in large corporate organisations, membership associations and not for profit organisations. Donna understands the need to adapt and be agile, to work through the challenges for leaders, with the objective for growth as individuals and leaders. Donna is a qualified NLP (Neuro Linguistic Programming) Practitioner. Her experience extends across various executive leadership positions in multiple sectors brings a pragmatic approach to her work, utilising her extensive knowledge in leadership development, training and education, strategy, project management, communication, facilitation, stakeholder management and relationship and partnership development.