Course Details
Thriving Under FIre
16 Jun 2011
Professional Development
Communication
Thriving Under Fire
The Training Space
5 Alpha Street
Wellington
Two Half Days
Second date is 23 June 2011
Second date is 23 June 2011
$620.00
GST exclusive
GST exclusive
Why do you need the Thriving Under Fire programme?
Staff who face angry and upset customers and colleagues at work — on the phone or face-to-face — find it hard to stay positive about the business and the customers.
This highly interactive blended-learning programme strengthens people’s ability to cope under pressure. It gives the skills and ideas to understand people better and communicate effectively with them.
What will you learn?
In this workshop, you will learn how to:
• stay calm in the heat of the moment
• make an adequate response when someone is upset
• develop a new way of viewing your customers and colleagues
• debrief after upsetting incidents
• keep yourself healthy
• thrive under fire.
How does it work?
The Thriving Under Fire programme is experiential and uses action methods to involve staff in exploring their actual situations in a group setting.
The programme uses a mix of pre-work on-line learning, two half-day interactive workshop sessions, and monthly online follow-up modules for one year. This approach allows participants time to integrate their learning and apply it to the particular situations they face in their work.
What does the workshop cover?
The workshop covers customer service principles, and focuses on how to respond effectively to strong emotions. Topics include:
• Systems thinking — understanding the other person’s world
• Communicating from the three ego states
• The physiology of anger and fright
• Avoiding the Drama Triangle
• Working with refugees and migrants
• Responding to customers affected by alcohol and drugs
• Understanding customers who have mental health issues
Staff who face angry and upset customers and colleagues at work — on the phone or face-to-face — find it hard to stay positive about the business and the customers.
This highly interactive blended-learning programme strengthens people’s ability to cope under pressure. It gives the skills and ideas to understand people better and communicate effectively with them.
What will you learn?
In this workshop, you will learn how to:
• stay calm in the heat of the moment
• make an adequate response when someone is upset
• develop a new way of viewing your customers and colleagues
• debrief after upsetting incidents
• keep yourself healthy
• thrive under fire.
How does it work?
The Thriving Under Fire programme is experiential and uses action methods to involve staff in exploring their actual situations in a group setting.
The programme uses a mix of pre-work on-line learning, two half-day interactive workshop sessions, and monthly online follow-up modules for one year. This approach allows participants time to integrate their learning and apply it to the particular situations they face in their work.
What does the workshop cover?
The workshop covers customer service principles, and focuses on how to respond effectively to strong emotions. Topics include:
• Systems thinking — understanding the other person’s world
• Communicating from the three ego states
• The physiology of anger and fright
• Avoiding the Drama Triangle
• Working with refugees and migrants
• Responding to customers affected by alcohol and drugs
• Understanding customers who have mental health issues
John Faisandier, founder of the Thriving Under Fire (TUF) programme, spent 19 years as a priest before working in race relations and then as a psychodramatist.
John is a qualified psychodramatist and a Trainer, Educator and Practitioner in Psychodrama (TEP). He is also a Fellow of the New Zealand Association of Training and Development to which he has belonged for over 20 years, including holding office at regional and national levels. He is a member of the Australian and New Zealand Psychodrama Association (ANZPA) and chair of its Ethics Committee; an accredited speaker member of The National Speakers Association of New Zealand (NSANZ); and on the Ethics Committee of the New Zealand Association of Counsellors (NZAC). He is a trainer in the Wellington Institute for Training in Psychodrama.
John also brings much of his dynamic mixture of personal experiences and academic study, including a Masters degree in adult education and degrees in anthropology and theology, to the programme.
It was John’s experience as a psychodramatist, working at Queen Mary Hospital, Hanmer Springs, to assist the recovery of patients ranging from drug dealers and murderers to the grossly abused that inspired him to develop the TUF programme.
He says about his time at Queen Mary Hospital, ‘People were often highly emotional: many became very angry, some would shout, others would punch walls, stomp out, cry, scream, or silently sob. At times some were irrational; others had cultural, physical, and mental barriers to communication.”
The challenge of having to manage his own powerful feelings when he worked with these groups and with individuals, led John to develop the ability to respond to all of these situations. He had to develop highly effective ways to calm people down and retain his own energy.
After leaving Queen Mary, he realised that we all sometimes face very upset people across a wide range of life situations. These can be customers, colleagues, or family.
His published book Thriving Under Fire: turn difficult customers into business success brings together his learning, his experience and his ability to tell a good story. This is a business book with a difference as he weaves his teaching into a compelling story of Sophie and her cafe. It establishes John as an authority in the field of business and interpersonal communication.
John is a qualified psychodramatist and a Trainer, Educator and Practitioner in Psychodrama (TEP). He is also a Fellow of the New Zealand Association of Training and Development to which he has belonged for over 20 years, including holding office at regional and national levels. He is a member of the Australian and New Zealand Psychodrama Association (ANZPA) and chair of its Ethics Committee; an accredited speaker member of The National Speakers Association of New Zealand (NSANZ); and on the Ethics Committee of the New Zealand Association of Counsellors (NZAC). He is a trainer in the Wellington Institute for Training in Psychodrama.
John also brings much of his dynamic mixture of personal experiences and academic study, including a Masters degree in adult education and degrees in anthropology and theology, to the programme.
It was John’s experience as a psychodramatist, working at Queen Mary Hospital, Hanmer Springs, to assist the recovery of patients ranging from drug dealers and murderers to the grossly abused that inspired him to develop the TUF programme.
He says about his time at Queen Mary Hospital, ‘People were often highly emotional: many became very angry, some would shout, others would punch walls, stomp out, cry, scream, or silently sob. At times some were irrational; others had cultural, physical, and mental barriers to communication.”
The challenge of having to manage his own powerful feelings when he worked with these groups and with individuals, led John to develop the ability to respond to all of these situations. He had to develop highly effective ways to calm people down and retain his own energy.
After leaving Queen Mary, he realised that we all sometimes face very upset people across a wide range of life situations. These can be customers, colleagues, or family.
His published book Thriving Under Fire: turn difficult customers into business success brings together his learning, his experience and his ability to tell a good story. This is a business book with a difference as he weaves his teaching into a compelling story of Sophie and her cafe. It establishes John as an authority in the field of business and interpersonal communication.