Accidental Counsellor Course
Receptionist and counter employees are often at the frontline and first contact with a client. If that contact presents as aggressive, angry, or upset sometimes it’s not easy to find a response to diffuse or soothe a situation. Our Accidental Counsellor skills-based workshop equips staff how to handle difficult scenarios and provides a helpful, appropriate response. Participants learn how to take a calm and safe approach, while conveying empathy and encouraging cooperation. It will assist your staff to de-escalate an otherwise challenging situation or potential crisis. This workshop is ideal for counter staff, frontline workers, receptionists, telephone operators, support workers and members of the public.
This course will engage you via a variety of methods: visual, audio, theories, interactive, practical information and exercises to consolidate your key learnings.
You will learn how to help someone identify their strengths, that assist them to manage their problems better, and easier. You will learn how to reframe their thinking to give them a different perspective on something that previously painted a negative picture.
What you learn
- Basic counselling skills
- How to become a good listener
- Resolving emotional situations
- Know our own triggers
- How not to take things personally
- Recognising common communication blockers
- How to handle difficult callers or conversations
- An overview on mental illness
- An awareness of self-harm and suicide
- How to take care of yourself in the face of difficult work
- Why professional boundaries are important
- The power of Mindfulness
This workshop is delivered by a qualified counsellor with many years experience working in the mental health field and training staff.
Learning outcomes
- Be familiar with basic communication skills and how to use them.
- Understand the counselling process.
- Develop strategies for dealing with people in crisis.
- Learn the difference between aggressive, passive and assertive behaviours.
- Know how and when to refer somebody who needs professional support.
- Gain an overview of mental health and wellbeing as well as mental illness.
- Recognise the need for self-care and develop ways of looking after yourself and others.
DURATION: 8 hours. Can be delivered online or in person, either as two x 4 hours or one day.
BOOKING & MORE INFO: For more information about the Accidental Counsellor course &/or to book a course for a group or as an individual, please contact training@positivewellbeinghk.com or look at the course calendar.
“An excellent course that was very well run, provided lots of information and has left me feeling very confident about the role of accidental counsellor. Thank you for taking the time to answer my questions. Enjoyed using the booklet as well.”
“The training was great and the design of content is excellent. The trainer is very passionate,experienced and knowledgeable. She genuinely cares for the wellbeing of trainees and she constantly reminded us to reach out and stay on the line if we needed to talk about things as aresult of triggers from the training. “
“Thank you! Very useful and self reflective. It is interesting to consider these areas and areas for development and consider myself moving forward”
“I appreciate the practical tips shared on handling difficult conversations, the exercise done on reframing negative perceptions and the breakout rooms conducted to share ideas with colleagues.”