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Content

What our programme focuses on:

• We work with the strengths the staff already have in dealing with customers. As adult learners they come with a wide range of experience and knowledge which we build on explicitly
• We teach simple effective models of communication which staff are immediately able to apply in their work and review in the second session
• We teach systems thinking so that staff develop the ability to see patterns of behaviour, avoid blame and see their own role in events
• We provide information and suggestions on dealing with customers who have mental health concerns, drug and alcohol problems and refugees and migrants
• We teach principles of de-escalation and how to deal with people when they get more and more worked up
• We have a strong emphasis on understanding and responding to feelings both your own and the other person’s