Course Details
TUF:Thriving Under Fire
21 Jul 2011
Professional Development
Customer Service
Thriving Under Fire
Kotare Venues
Kotare Avenue
Westmere
Auckland
Two Half Days
Second session on 28 July 2011
Second session on 28 July 2011
$620.00
This includes pre-course e-learning, 12 monthly followup lessons and the book
This includes pre-course e-learning, 12 monthly followup lessons and the book
• We work with the strengths you already have in dealing with customers. As an adult learner you come with a wide range of experience and knowledge which we build on explicitly
• We teach simple effective models of communication which you are immediately able to apply in your work
• We teach systems thinking so that you develop the ability to see patterns of behaviour, avoid blame and appreciate your own role in events
• We provide information and suggestions on dealing with customers who have mental health concerns, drug and alcohol problems and refugees and migrants
• We teach principles of de-escalation and how to deal with people when they get more and more worked up
• We have a strong emphasis on understanding and responding to feelings both your own and the other person’s
• We teach simple effective models of communication which you are immediately able to apply in your work
• We teach systems thinking so that you develop the ability to see patterns of behaviour, avoid blame and appreciate your own role in events
• We provide information and suggestions on dealing with customers who have mental health concerns, drug and alcohol problems and refugees and migrants
• We teach principles of de-escalation and how to deal with people when they get more and more worked up
• We have a strong emphasis on understanding and responding to feelings both your own and the other person’s
John Faisandier
Award winning Trainer, Author and Developer of TUF:Thriving Under Fire
John has a Masters in Adult Education (with distinction), degrees in Anthropology and Theology, is a qualified psychodramatist and a Trainer, Educator and Practitioner in Psychodrama (TEP).
He is a Fellow of the New Zealand Association of Training and Development which he has belonged to for over 19 years, including holding office at regional and national levels. John is a member of the Australian and New Zealand Psychodrama Association (ANZPA) and chair of its Ethics Committee; an accredited speaker member of The National Speakers Association of New Zealand (NSANZ); and on the Ethics Committee of the New Zealand Association of Counsellors (NZAC). He is a trainer in the Wellington Institute for Training in Psychodrama.
John has come across angry and aggressive people in many different settings throughout his working life. For 11 years he worked as a Catholic priest, in teaching and pastoral care. He worked in the Race Relations Office for over three years as an educator and mediator, and Queen Mary Hospital, Hanmer Springs, for nearly five years where he was the psychodramatist, clinical supervisor and trainer of counsellors. It was here he worked with many angry people and developed an understanding of them and their processes which he has incorporated into the TUF programme.
In recent times he has consulted and trained in a number of organisations in New Zealand and the Pacific and has an understanding of the cross-cultural issues involved in customer service and communication. John designed the TUF programme to address the needs of each group and he has taught others how to facilitate the programme. By working in an active and interactive way participants understand themselves and one another better and generate new and creative responses to meeting angry and aggressive customers. John has recently written the book Thriving Under Fire: turn difficult customers into business success (Steele Roberts, Wellington, 2009) John is a sought-after conference speaker and has presented at NZATD, HRINZ and numerous other conferences in New Zealand and Australia.
Award winning Trainer, Author and Developer of TUF:Thriving Under Fire
John has a Masters in Adult Education (with distinction), degrees in Anthropology and Theology, is a qualified psychodramatist and a Trainer, Educator and Practitioner in Psychodrama (TEP).
He is a Fellow of the New Zealand Association of Training and Development which he has belonged to for over 19 years, including holding office at regional and national levels. John is a member of the Australian and New Zealand Psychodrama Association (ANZPA) and chair of its Ethics Committee; an accredited speaker member of The National Speakers Association of New Zealand (NSANZ); and on the Ethics Committee of the New Zealand Association of Counsellors (NZAC). He is a trainer in the Wellington Institute for Training in Psychodrama.
John has come across angry and aggressive people in many different settings throughout his working life. For 11 years he worked as a Catholic priest, in teaching and pastoral care. He worked in the Race Relations Office for over three years as an educator and mediator, and Queen Mary Hospital, Hanmer Springs, for nearly five years where he was the psychodramatist, clinical supervisor and trainer of counsellors. It was here he worked with many angry people and developed an understanding of them and their processes which he has incorporated into the TUF programme.
In recent times he has consulted and trained in a number of organisations in New Zealand and the Pacific and has an understanding of the cross-cultural issues involved in customer service and communication. John designed the TUF programme to address the needs of each group and he has taught others how to facilitate the programme. By working in an active and interactive way participants understand themselves and one another better and generate new and creative responses to meeting angry and aggressive customers. John has recently written the book Thriving Under Fire: turn difficult customers into business success (Steele Roberts, Wellington, 2009) John is a sought-after conference speaker and has presented at NZATD, HRINZ and numerous other conferences in New Zealand and Australia.