Back to list

Professional resilience development is key

Tuesday 17, Nov 2020

Professional resilience development is key to supporting your complaint handling teams to continue to deliver fair and effective outcomes for your customers.

Be sure you are your teams are receiving the support you need and have the skills to confidently manage difficult interactions, and that debriefing and resilience strategies are in place. 

There is still opportunity to enhance your skills with the final Rage to Reason workshops scheduled for 8 and 9 December. These 2-hour intensive workshops provide practical strategies for better managing highly emotional exchanges to support customers into a calmer and more rational position, so together you can resolve the issue. 

As impacts of the pandemic continue, increased pressure on complaint handlers is leaving many feeling emotionally stretched, especially during interactions with customers facing vulnerable circumstances and who are stressed or anxious. Reduced resilience in staff, many facing their own challenges or working from home without sufficient support, is impacting some interactions particularly with customers presenting with heightened emotions.

Professional resilience development is key to supporting your complaint handling teams to continue to deliver fair and effective outcomes for your customers. Take the time to rebuild and maintain resilience to better cope with work challenges and avoid staff fatigue and burn-out. With at least one in five Australians vulnerable to mental health issues, that risk is heightened during increased isolation and stress. 

Talk to SOCAP about resilience training tailored to suit your teams or keep an eye out for the new 2021 training calendar. 

For more information on a tailored in-house program register here.