About
Receptionists are often at the frontline and first contact with a client. If that contact presents as aggressive, angry, or upset sometimes it’s not easy to find a response to diffuse or sooth a situation. The Accidental Counsellor skills-based short course equips staff with how to handle difficult scenarios and provides a helpful, appropriate response. Participants learn how to take a calm and safe approach, while conveying empathy and encouraging cooperation. It will assist your staff to de-escalate an otherwise challenging situation or potential crisis. You will learn how to help someone identify their strengths, that assist them to manage their problems better, and easier. You will learn how to reframe their thinking to give them a different perspective on something that previously painted a negative picture.