Service providers often work with upset, angry, and confused clients. HSABC’s Managing Hostile Interactions workshop helps participants gain the skills necessary to work with difficult clients. Participants learn proven strategies to decrease stressful situations and increase the possibilities of working more effectively with challenging clients. Participants learn through skill-building exercises, self-reflection, and group discussion. As a participant you will: define hostility and examine its forms and dynamics, identify factors that increase potential of hostility occurring, develop skills for managing reactions to hostility, explore techniques to effectively confront and set limits on hostile behaviours, examine methods for defusing hostility, enhance personal safety in potentially violent situations, and develop strategies for effective team responding.
Instructor: Mario Govorchin
Mario Govorchin is a dynamic, energetic and entertaining speaker and trainer. Much of his training work with organizations focuses on leadership, team development, change management, workplace harassment prevention, communication and conflict resolution. He is well-regarded in his work as an interventionist for organizations experiencing high internal conflict. Mario has particular strengths in individual performance and behavioural coaching and in mediating complex multi-party disputes.
Mario has significant experience working with individuals and teams in a coaching context; helping them to see and understand collective and individual behaviours and processes in new ways. He has worked with numerous organizations in a coaching capacity to support succession management, team and company performance enhancement and cohesion, and individual performance and behaviour modification.
Mario is very well-known and recognized for his comprehensive training in the areas of high anger, crisis and violence management for corporate, government and non-profit organizations. He is an acknowledged expert in the area of workplace violence prevention.