Queen's University

Workshop helps support people in client interactions


A training course designed for front-line staff members who regularly deal with clients is now being offered through the Human Resources learning catalogue.

“The workshop offers information on conflict preparedness and resolution in a format that makes it understandable, and allows us to work through examples of different situations that may arise not only at work, but also at home and throughout the course of an individual’s day,” says Murray Skeggs, Case Management Coordinator, Campus Security.

The overall goal of the PREPARE program is to foster a culture of respect, service and safety in the workplace. The course is designed to:

• teach participants to recognize the early warning signs of anger or hostility;
• effectively utilize personal space, body language and non-verbal communication to relive tension and defuse hostility;
• employ verbal intervention strategies to de-escalate situations before they become more disruptive or potentially dangerous;
• maintain an objective and professional attitude when responding to an agitated individual;
• and effectively debrief once tension reduction occurs.

Mr. Skeggs has been teaching the course at Queen’s since 2009, mostly to targeted groups who deal with people on a daily basis. He has added Queen’s-specific information, including university policies, to the course developed by the Crisis Prevention Institute, and he hopes posting it to the HR catalogue will make it accessible to a broader audience.

“The PREPARE training is a great addition to the learning catalogue, which provides employees with a number of resources to help them excel in both their professional and personal lives,” says Shannon Hill, Learning and Development Specialist, Human Resources.

The next PREPARE course takes place March 9. For more information about this and other courses offered through Human Resources, visit the HR learning catalogue.


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Last updated at 2:22 pm EDT, Wed August 20, 2014
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