Managing Difficult Situations (Online)

Have you recently welcomed new team members, had staff miss a previous session, or noticed people who could use a refresher?

Uniting is running scheduled Managing Difficult Situations sessions. You can register individual staff without organising a dedicated program.

Frontline staff increasingly support customers who are distressed, overwhelmed or at risk. This course gives staff practical skills to safely de-escalate distress, recognise risk indicators including self-harm and suicide, and respond with confidence and care. Staff also learn how to refer customers to appropriate support services when they need extra help.

Participants also get the opportunity to learn alongside peers from financial services, utilities, telecommunications, insurance, government, debt collection and community services, and take fresh, practical insights back to their own teams.

Participants will:

• Recognise signs of distress and risk, including indicators of addiction. aggression, self-harm and suicide.

• Respond safely and confidently using practical de-escalation techniques.

• Refer customers to appropriate internal and external support services when needed.