Wellbeing

Assertiveness Skills

Course aim:This workshop will give you practical strategies to develop your assertiveness, communicate to meet your needs and better manage conflict. Ideal for those who wish to interact with customers, colleagues and managers in an effective and responsive way.

Topics Covered:

• your style and how it affects your assertiveness and communication
• basic principles of assertive behaviour
• being assertive without becoming inflexible or aggressive
• strategies to handle pressure and build inner confidence 
• using assertive communication in the workplace
• reasons why you shouldn’t avoid conflict
• responding to difficult people or situations confidently
• handling complaints and criticism
• creating an action plan

Booking Contact: Refer to PCE website

Suitable for: Staff

Duration: 7.5 hours

Assisting students in distress

Topics Covered:
• How to talk with a distressed student
• How to quickly access support for a distressed student
• What to do if a student is at risk of suicide or threatening to harm others
• Practical resources for students on campus (eg Accommodation, Health Service)

Booking contact: Counselling and Disability Services

Duration: 1 hour

Suitable for: Teaching staff and other staff who interact with students.

Other recommended courses: Safety and Security for staff.

Coaching for Performance in Challenging Situations

Course Aim: Coaching is a learning technique used to facilitate workplace improvement by providing focused and timely feedback.

Key Objectives: Understand the context of performance coaching; how and when it is used.
Apply coaching skills across differing individual perspectives such as underperformance and change through:
• insightful questioning
• layers of listening
• feedback
Recognise and understand why and when the conversation gets tough.
Apply tools and techniques to building confidence and competence in challenging situations.
Manage the responses to challenging conversations.

Book here for this course: http://www.adelaide.edu.au/hr/development/programs/#coaching/

Suitable for: Heads of School/Institutes/Branch and Directors

Duration: 1 day

Dealing with Aggression

Course Aim:Dealing with Difficult, Angry or Aggressive Customers

Booking contact: Professional & Continuing Education 

Course Content:

• the difference between difficult, angry and hostile/abusive customers
• workplace and environmental factors which affect your ability to deal with difficult, angry or aggressive customers 
• how conflict escalates: the three R’s of conflict 
• how you currently manage conflict 
• managing your emotions: staying calm under pressure 
• demonstrating empathy and understanding through reflective listening 
• gathering information by using effective questioning 
• using collaborative language to defuse conflict and improve outcomes 
• working with customers to solve problems and achieve mutually agreeable outcomes

Booking contact:Contact  PCE

Suitable for: Frontline staff

Duration: 7.5 hours

Other recommended courses:
Hazard management,
Stress Management

Dealing with Difficult, Angry or Aggressive Customers

Course Aim:This course will show you how to use advanced verbal techniques to handle difficult customer situations with confidence and achieve better results with less stress.

Topics Covered:

• the difference between difficult, angry and hostile/abusive customers
• workplace and environmental factors which affect your ability to deal with difficult, angry or aggressive customers 
• how conflict escalates: the three R’s of conflict 
• how you currently manage conflict 
• managing your emotions: staying calm under pressure 
• demonstrating empathy and understanding through reflective listening 
• gathering information by using effective questioning 
• using collaborative language to defuse conflict and improve outcomes 
• working with customers to solve problems and achieve mutually agreeable outcomes

Booking: Contact PCE

Suitable for: Frontline staff

Duration:7.5 hours

Effectiveness

Course Title: Increasing your Professional and Personal Effectiveness.

Course Content:
Learn how to:
• what does “being effective” really mean?
• being clear on purpose: personally and professionally
• what is important? what is essential?
• the 3 M’s of Effectiveness: time management, self-management, and energy management
• the “Art of Flexibility”
•  limiting beliefs and limiting behaviours – inability/reluctance to say “no” and want to control everything/inability reluctance to delegate
• approval seeking behaviour, perfectionism, procrastination and self doubt

Booking contact: Professional and Continuing Education

Suitable for: All staff.

Duration: 1 day 

Enhance Your Interpersonal Skills

 Course Aim: In this course you will develop skills and strategies to help you become more confident in dealing with people within and outside the workplace.

Topics Covered:

• what is interpersonal communication?
• your personal style and how it affects your method of communicating 
• attitudes and behaviours which may be working against you in your work 
• the impact of “self talk” 
• building inner confidence 
• dealing with difficult people 
• handling criticism and rejection 
• influencing others 
• networking and relationship building 
• action planning

Booking contact: Professional and Continuing Education

Suitable for: All staff.

Managing  Your Times and Prioroities Effectively

Course aim:This course assists you in determining priorities and acting on them, planning your schedule in accordance with priorities, minimising crises with planning and preparation, reducing your stress levels, and maintaining a balance between your professional and personal life.

Topics Covered:

• identifying & managing your time stealers
• being realistic about your energy cycle 
• considering the time management matrix 
• know your role and identify your goals 
• being organised 
• planning your schedule & deal with procrastination 
• using delegation as a priority tool 
• always knowing what comes first 
• tips & effective time management tools 
• conducting a time inventory 
• considering the best use of your time 
• action planning to make it work

Booking contact: PCE

Suitable for: staff

Duration: 7.5 hours

Resilience

 Course Title: The Resilience Factor

Course Content:
• defining resilience and why it is important to be more resilient
• strategies for developing resilience at work and in your personal life, such as: 
     o developing useful PETs (Performance Enhancing Thoughts) to replace unhelpful ANTs (Automatic Negative Thoughts)
     o learning how to use the Field of Acceptable and Respectful Behaviours
     o identifying effective communication behaviours
•  how to develop a ‘Personal Resilience Development Action Plan’ 

Booking contact: Professional and Continuing Education

Suitable for: All staff.

Duration: 4 Hours

Other recommended courses:
Hazard Management
Stress Management

Stress Management 

Course Title: Managing stress in the workplace

Course content:
• the nature of stress
• what happens inside when you are stressed
• thinking habits that produce or reduce stress
• how to develop your awareness of stress, to use its helpful aspect, to prevent or reduce its harmful aspect
• the overactive mind
• physical health and stress
• assertiveness
• effective use of the breath, relaxation and visualisation
• your personal action plan

Booking contact: Professional and Continuing Education

Suitable for: Frontline staff

Duration: 1 day 

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