**Dealing with the Public - Melbourne**
# In the Public Eye - Melbourne
## Course Outline
### Overview
Dealing with the public is one of the best parts of any job, let's be real, but also one of the most difficult. If you work in retail or hospitality or any customer service position that forces you into direct, one to one, good day bad day exposure to human beings, then you have almost certainly had those thoughts when you've been faced with a difficult situation and knew that you just didn't have the right instruments to deal with it.
This all inclusive course is perfect for Melbourne based front line staff who want learn the art of public engagement. Based on experience in a range of Australian workplaces, this course offers practical techniques that, when applied directly, will change the way challenging customer interactions are received and actioned.
Designed to improve authentic public speaking rather than scripted responses, the programme aims to see stronger, more resilient, confident operators interact with a Community every day. Attendees will learn how to advocate for themselves while maintaining professionalism via interactive learning and scenario based practice.
### Curriculum Based Outcomes
On successful completion of this course, students will have the knowledge and skills to:
**Communication Excellence**
Effective forms of speech and nonverbal approaches for a variety of public encounters
Active listening skills that establish rapport and understanding
Culturally sensitive and inclusive communications / C34 Instead of: Making an issue out of gender Requiring further background risk assessments because of gender.
**Conflict Resolution and De-escalation**
Systems for dealing with angry or frustrated people
Techniques for setting boundaries that are respectful and professional
Whining, Squeezing and Must Having: Problem solving unreasonable demands and challenging situations
**Emotional Intelligence and Self Management**
Awareness of one's personal responses to stress and how to cope with these responses.
Methods for staying calm in high pressure situations
Techniques for Rebuilding One's Emotional State and Resisting Psychologic Trauma
**Professional Service Standards**
Understanding of appropriate escalation procedures
Understanding when and how to engage supervisors or security
PRESERVING SERVICE QUALITY DURING DEMANDING ENCOUNTERS
### What You Will Learn
**Module One: The Reading Of People And Situations**
Rapid methods of assessing a customer's needs and feelings
Recognising the kinds of personality and communicating with them accordingly
Identifying early indication of potential conflict
**Module 2: De-escalation Mastery**
Field Tested Ideas and Phrases That Abrasive Persons Need to Hear to Calm Down!
The psychology of anger and frustration
Where to go how your body communication calms you
**Module 3: Handling Difficult Requests**
Professional ways to say no and not create conflict
Alternative solutions and creative problem solving
How to Reign in and Still Keep Everyone Happy
**PART IV: CULTURAL AWARENESS & LANGUAGE BARRIERS**
Effective communication across cultural differences
Strategies for overcoming language barriers
Creating All Accepting Places for Every Client
**Module Five: Taking Care of Yourself and Managing Stress**
How to cope with your own emotions
Fast stress relief you can try on the job
Developing long term resilience for continuing to serve customers sustainably
Tackling Setbacks And Razorsedges
**Module 6: Turning Problems Into Opportunities**
Converting complaints into positive outcomes
Fostering customer loyalty through problem resolution and service recovery
Actually turning tough times into good times
**Mod 7: Team Support and Escalation**
The time and method to ask for help
Good handover practice For high escalation situations
Supporting colleagues during challenging interactions
### Learning Methodology
Here, as part of this course, we also offer interactive workshop, role playing experience, and real life case study. Its participants will work through hands on problems drawn from real life scenarios that have become frequent in Melbourne workplaces. Group discussions and peer learning allows everyone to contribute their experiences and view on different matters.
Training combines video review of effective communication strategies, case studies, and establishment of personal action plans to apply new communication skills on the job.
### Concluding Remarks
You don't have to let dealing with the public be a daily source of revolt, stress and anger. With the right skills and attitude, these interactions may even be the most rewarding part of your workday. This course arms you with a complete set of effective real world strategies.
You'll walk away with actionable tools to start using the very next day, increased confidence in managing tough conversations and renewed purpose in your client / customer facing role. Even more importantly, you'll find how successful mastering these skills flushes over your professional and social lives and send communications stratospheric.
The aim is not perfection. It is readiness. When you're armed with these techniques that have worked for me and countless other professionals, you'll feel secure and confident responding to whatever life throws at you, and still maintain your professionalism and self preservation.
Effective de-escalation techniques are essential skills for anyone working with the public, and this course provides the foundation you need to succeed.
**Length:** All day intensive (7 hours including breaks)
**For:** All frontline staff, customer service representatives, retail workers and hospitality staff people who regularly come into contact with members of the public
**Materials:** 500 page workbook, 4 cue cards, email support MESSAGES.