DEALING WITH CRITICAL CONFRONTATIONS PROJECT
Background to the Project
In May 2002, Responsive Management Australia won the contract to design and deliver training programs to up-skill WorkCover Queensland employees on the effective management of difficult customer situations and critical incidents.
We were selected as the successful tenderer for the training and development contract on the basis of our initial proposed design and our previous experience in the delivery of similar training for numerous other public sector and corporate organisations. These organisations include Queensland Department of Housing, Public Trust Office, Department of Public Works (QBuild), Australian Competition and Consumer Commission (ACCC) and the Queensland Building Services Authority.
In the formal design phase, consultation took place with senior management within WorkCover and our consultants visited five (5) WorkCover offices and interviewed and collected data from relevant staff groups.
A Draft Design was then completed and pilot programs were conducted. A progressive roll-out followed with on-going evaluation and re-drafting where necessary.
Over 640 WorkCover employees have participated in the training programs in the period between July 2002 to November, 2003 in 60 separate programs conducted in WorkCover offices throughout Queensland.
The WorkCover Queensland project was conducted in a two-phased approach:
Phase 1 Specialised Training for WorkCover “Response Teams” for Dealing with Critical Customer Confrontations.
Phase 1 was a three day training and development program designed for newly established “Response Teams”– that is, teams of Managers and Supervisors responsible for supporting staff to attempt to ensure their safety and to continue to upgrade their skills to deal with hostile/aggressive and distressed/suicidal clients. Phase 1 includes skills training in Workplace Coaching and Mentoring for WorkCover staff.
Phase 2 Specialised Training for WorkCover Staff in Dealing with Critical Customer Confrontations
Phase 2 was a two day training and development program designed for front-line WorkCover employees – Case Managers, Assessors and Insurance Officers - to develop their skills in dealing with difficult customer situations and critical incidents and understand the roles of the “Response Teams”.
Participant Feedback and Evaluation
These practical, skills-based programs have received excellent feedback from participants. Being tailor-made for WorkCover, participants found the programs to be highly relevant and appreciated the opportunity to explore workplace specific examples and issues in detail.
In particular, participants valued the opportunity to learn and practice many practical new skills and strategies for dealing with difficult client behaviours and critical incidents including: