In the workshop we examine

• Your examples of difficult or unreasonable conduct
• Our categories of unreasonable conduct
• Strategies for managing that conduct
• Key messages for complainants/clients and for your staff including the importance of management support for staff to implement the strategies.
• Perceptual positions and ways to shift our attention - to enable us to see things from other perspectives
• Managing expectations
• Key communication skills to achieve better outcomes
• Our own communication styles and habits and the part we play in interactions
• Limiting access – the rights of the public and the legislative responsibilities of the service provider and when, if ever, it would be appropriate to restrict access to the service
• Debriefing and de-stressing – the importance of looking after ourselves.

For further information, contact Sheila O'Donovan on 02 9286 1019 or email so'donovan@ombo.nsw.gov.au, or Jane Busby on 9265 0416 or email jbusby@ombo.nsw.gov.au