Page 38 - Course eCatalogue - SkillsLink Training

Frontline Customer Service Courses

These courses have been specifically designed to assist frontline staff to build confidence in dealing
with colleagues and customers in all situations.

Dealing with Difficult People Frontline Mental Health

Do you have a customer or work colleague, relative, Shopkeepers and frontline officer workers often meet
partner or friend who consistently brings out the worst in customers who are “having a bad hair day” and need
you or leaves you feeling emotionally drained? You have sensitive support. Handling situations where people are
probably already discovered that trying to change them distressed in your business can be challenging.
doesn’t seem to do any good. Become skilled in diffusing
aggressive people and learn how to deal with challenging Issues of mental distress, dementia and social anxiety
situations. all need careful, caring responses. And this short course
helps give the basics for both frontline workers and their
2 x 3hr sessions managers.
1 day workshop
1 x 2hr workshop

Cultural Awareness & Responsiveness Accidental Counsellor

Australia’s multicultural makeup is one of our nation’s great Sometimes in your day to day work, you come across
gifts, and it comes with the challenge of continually need- someone who just needs to talk. It can be hard to know
ing to update our understanding of difference across our how to handle these situations. This course will equip
society. This 1 day Cultural Awareness & Responsiveness students with tools like active listening, mirroring, reflecting,
helps participants to develop stronger shared understand- paraphrasing. This course will assist participants to identify
ings cultural differences. professional boundaries as well as strategies for looking
after yourself and knowing what to do when it becomes too
1 day workshop much.

2 x 3hr sessions
1 day workshop

skillslinktraining.com.au admin@skillslinktraining.com.au 02 6583 7288

Port Macquarie Community College RTO 90315