If you work with people, then you will deal, at times, with individuals who can be extremely challenging:
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People who are frustrated and making unreasonable demands
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Those who appear unable to hear what you have to say
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Clients who are quite aggressive, who you may well feel quite unsafe around
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Colleagues who are difficult to work with
If we are not careful, we can easily make a bad situation one that is much, much worse.
The good news is that there are simple strategies that can help you to respond well and achieve much better outcomes.
Who is This Program For?
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School admin and teaching staff
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Health and community workers
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Employees of Statutory Agencies
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People in hospitality or customer service roles
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Those interested for their own personal development
You Will Learn How To:
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Minimise the likelihood of difficulties occurring
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Work well with difficult people by telephone and in-person
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Assess the risk of volatility
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Defuse the frustration or anger of others in three easy steps
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Respond confidently to people making unreasonable demands
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Interrupt problem patterns of communication
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Develop creative solutions to common presenting problems
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Respond well to people with mental health and substance abuse problems
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Better ensure your personal safety in high-risk situations
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Achieve good outcomes while preserving important relationships
Dates and Locations of the Workshops
Bundaberg - 9am to 3pm, Friday 11th May, 2012 - Quality Hotel Burnett Riverside, 7 Quay St, Bundaberg
Cairns - 9am to 3pm, Thursday 17th May, 2012 - The Sebel, 17 Abbott St, Cairns
Townsville - 9am to 3pm, Friday 18th May, 2012 - The Metropole Hotel, 81 Palmer St, Townsville
Rockhampton - 9am to 3pm, Friday 25th May - Centre Point Motor Inn, 131 George st, Rockhampton
Brisbane - 9am to 3pm, Friday 1st June - Windsor International Motel, Cnr Lutwyche Rd & Bryden St, Windsor
Sydney - 9am to 3pm, Friday 8th June - Castlereagh Hotel, 169 Castlereagh St, Sydney
Darwin - 9am to 3pm, Friday 15th June - Novotel Darwin Atrium, 100 The Esplanade, Darwin
About the Presenter
Ken Warren BA, M Soc Sc, CSP is a Relationships Specialist who helps teams to perform at their very best.
His 28 years professional experience includes:
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Counselling young people and adults with aggressive behaviour
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Mediating disputes between couples, families and team members
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Counselling people with mental health and alcohol and drug-related problems
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Training thousands throughout Australia on working well with difficult clients
Ken speaks to audiences, large and small, throughout Australia. You will enjoy his stories, his interactive style, and find his ideas easy to put into practice.
You will find Ken to be friendly and personable and provide solutions for your work that are positive, powerful and practical.
With Ken, you can be assured you will be hearing a quality speaker.
He is the Immediate Past-President of the Qld Chapter of the National Speakers Association where he is recognised as a Certified Speaking Professional (CSP). This is the highest level of accreditation for speakers internationally and is achieved by less than 10% of professional speakers.
What People Are Saying
“Just a thank you for delivering a great workshop on “Defusing Explosive Situations” to Centacare Fraser Coast recently. It was right on the mark and tailored to suit our particular requirements. Staff that participated said they gained a lot out of the workshop and feel confident they will be able to apply what they had learned with clients as well as co-workers. It was presented in an interactive fun way, with excellent examples, to ensure everyone was able to take something positive and useful away from the day.”
Janna Purdy, Training Manager, Centacare Fraser Coast
"Ken demonstrated a deep understanding of the subject matter and delivered it in such a way that held your attention at all times. I would commend his course on Dealing with Aggressive People to staff at all levels."
Tony Fairbairn, Investigator, Law Society of NSW, Sydney
“Ken’s training on Defusing Explosive Situations sparked much enthusiasm and a realisation of what great work is being done. He also gave us new strategies in our work with young people with challenging behaviours and complex issues."
Kim Reid, Executive Director, Kids Youth Children Trust, Brisbane
Your Registration Includes:
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A highly interactive and practical workshop
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Opportunity to speak with Ken during and after the day
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Comprehensive notes and bonus resources
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A Certificate of Attendance
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Morning tea, lunch, and continuous tea and coffee
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A great networking opportunity
Group of 3 or more: $259 per person
Early-bird registration: $299 if paid two weeks prior
Normal registration: $359
Register now for the Defusing Explosive Situations Workshop by choosing one of the following options :
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Terms and Conditions
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Participants who are unable to attend are welcome to organise another person to attend in their place.
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Those who give a minimum of 24 hours notice of their non-attendance are eligible for a credit towards a future workshop with us or a refund minus a $49 administration fee.
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People who give less than 24 hours notice of their non-attendance are not eligible for a refund or a credit due to costs incurred on the day.
Book Ken to Speak at Your Workplace
Wherever you are in Australia, Ken is happy to come to you.
This also allows his programs to be customised to the needs of your workplace.
Contact Ken now for a chat about having him speak at your next conference or in-house training day.
He can be contacted through 0406 402 800 or ken@positivepeoplesolutions.com.au
