Verbal Judo for Contact Professionals course flyer (PDF, 66KB).

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Verbal Judo for Contact. Professionals. Contact Learning. Solutions learning@ lgnsw.org. au about having this program as an “in house” event at your council, or ...
Verbal Judo for Contact Professionals Contact Learning

Overview

Solutions

This program teaches a set of specific behaviours and tactics with which staff can redirect hostile or aggressive behaviour of others, and generate voluntary compliance. It is aimed at outdoor staff, customer service clerks, librarians, development plan officers and health and building inspectors ie anyone who could be in danger of physical and/or verbal abuse.

[email protected]. au about having this program as an “in house” event at your council, or put your name on our “reserve” list for a

Who should attend

future “public”

All staff

workshop.

Content Introduction: • The five goals of the course • Traits of a professional Module One: • • • •

The goal of the staff handling difficult clients The force of options used to achieve this goal The habit of mind necessary to achieve this goal The contact professional and the art of representation

Module Two: • Two survival street truths of communication Module Three: • Verbal karate versus verbal judo: definition • Physical demonstration • Verbal judo illustrated: "the five step hard style of persuasion" • The "tactical eight steps" Module Four: • How to recognise when words fail and be prepared to move to action: S.A.F.E.R

There are five goals for teaching Verbal Judo to staff: 1. STAFF SAFETY 2. ENHANCED PROFESSIONALISM 3. LESS COMPLAINTS 4. LESS VICARIOUS LIABILITY 5. REDUCED STRESS

Process The facilitator will use group discussions, council case studies and local government oriented examples, to help you transfer your learning to the workplace.

Facilitator Will King