Description
Federal employees confronted by aggressive clients must respond in a manner that reduces the potential for conflict or even violence. This course provides efficient strategies and tactics on how to intervene and react properly in difficult situations with clients. Participants will learn to intervene with confidence, confront undesirable behaviours in the work environment and defuse potential or real crises. [T024]
Topics include:
- identifying a person in distress
- warning signs of potential violence
- communication techniques to defuse a crisis
- prevention methods
- support mechanisms
This activity has been designed for public servants, functional specialists in procurement, materiel management and real property and functional specialists in service delivery in the Public Service of Canada.
Categories:
Learning Community: Public Servants, Functional Specialists Procurement, Materiel Management and Real Property, Functional Specialists Service Delivery
Key Leadership Competency: Management Excellence: People Management: Human Resources: Resolving Problems
Management Accountability Framework: People, Stewardship, Accountability
Cost:
$700.00 (Classroom -Instructor Led)
Schedule and Registration
Make your selection from the list of offerings and press "Register". Please ensure that you have the following information on hand: your MyAccount login name and
password and the IS reference code required for billing (provided by your administrative assistant). If you do not have a MyAccount, please contact the
Client Contact Centre.
Online registration through your MyAccount is the preferred method, but the following
options are also available: