Workshop overview:
Interactions with residents don’t have to be daunting – imagine confidently turning even those more challenging conversations into opportunities for connection and exceptional service. Discover practical strategies and techniques for handling these situations and develop skills to communicate with empathy, clarity, and confidence in any setting.
Personal choice and social connection is at the heart of retirement living. But how do we balance resident’s expectations and deliver customer excellence as an operator? This workshop delves into practical conflict management skills, the art of receiving feedback, and how to leverage emotional intelligence to better understand others. Learn to handle customer interactions with confidence and professionalism.
You’ll also receive post-session tip sheets and other supporting resources – ‘quick reminders’ to help you apply the tips and tools you learn.
Who should attend:
Almost everyone who regularly delivers customer service has encountered ‘the impossible to please’ client . If you, at times, find dealing with others challenging, then this workshop is for you. Ideal for administrators, front desk personnel, those in customer engagement roles, maintenance and horticultural staff – anyone who regularly speaks with residents and strives to get the best out of interactions.
Outcomes of this workshop:
- Understand the core skills for excellent customer service.
- Understand the significance of the customer’s experience and why it matters.
- See every customer interaction as an opportunity to enhance customer experience.
- Communicate in ways that improve customer outcomes, engagement and satisfaction.
Use simple negotiation skills to convert conflict into positive communication.
About the facilitator:
Bruce loves to help people understand how other people tick so they can work together with less stress and more ‘yes’! With a focus on leadership, communication and team dynamics, Bruce has been delivering adult education, coaching and professional development programs for over 4 decades. He is an accomplished speaker and facilitator with an engaging and relaxed presentation style and is a regular contributor to training and development programs for allied health organisations and the aged and community care sector.
Booking Terms & Conditions
Privacy
Aged and Community Care Providers Association (ACCPA) is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.
A copy of the Australian Privacy Principles is available here: https://www.oaic.gov.au/
A copy of ACCPA’s Privacy Policy is available here: https://www.accpa.asn.au/wp-content/uploads/2022/09/ACCPA-Privacy-Policy-v1-endorsed-250822-1.pdf
Photographs and video footage may be taken during an ACCPA event or training session for ACCPA promotional purposes including social media, publications or communications. If you do not want your image used, please advise us via writing.
Utilising the contact details provided to ACCPA from time to time, Learning and Professional Development will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email and we will remove you from our ‘waiting lists’ and ‘email communications’ database.
Cancellations, Refunds, Substitutions and Transfers:
ACCPA’s Learning and Professional Development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the What’s On page.
Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of ACCPA, a full refund will be paid, directly to the customer who has made the initial purchase.
A full refund is also available if a participant withdraws from a training session, 5 or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis.
An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided.
Payment Terms
It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement. All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a Tax Invoice will be emailed to the person making the booking.
