Public services are increasingly confronted with behaviour that contravenes social norms and rules of decorum. Incivility takes various forms, ranging from a disrespectful remark or even an insult to more serious escalations, including criminal offences.
To protect all local authority staff and to restore civilised communication between them and the public, a training programme is available (and tailored to specific needs) for all staff who are in direct contact with members of the public at service counters, in offices, on the telephone, at reception, or involved in collaborative work serving the public.
Day 1:
Introduction, core principles, analysis of reflexes, reprogramming of behavioural patterns.
Day 2:
Intensive practical work, simulations, individual roadmap, re-establishing courtesy within the workplace and in customer service.
1. Strengthen staff’s ability to prevent and defuse tensions. Learn verbal and non-verbal techniques to prevent situations of incivility from escalating and to re-establish constructive dialogue with service users.
2. Develop automatic responses for managing oneself and others in a calm and assertive manner. Integrate reflexes based on key principles drawn from martial arts, hypnosis and non-violent communication, to channel stress, maintain self-control and act firmly in the face of aggression.
3. Unite staff around a common framework of best practice across all departments. Create a shared and sustainable culture for managing incivility, based on best practice, individual and collective roadmaps, and on-the-ground monitoring.
50%: Practical scenarios
30%: Discussions
20%: Theory
Prerequisites: none
Audience: all ages
People with disabilities who wish to take this course are invited to contact us directly so that we can discuss the options for them to undertake the course.
2 Days
On demand
Price on demand (4-12 persons)
Certificate