Managing Challenging Behaviours
The Managing Challenging Behaviours program, delivered to 1,800 frontline staff via mobile and tablet, equipped them to effectively manage customer conflict and de-escalate aggression. This initiative boosted personal safety and saved the organisation over $1M.
The program began with a capability review, followed by co-creation workshops with SMEs and frontline staff to design real-world eLearning scenarios. We developed digital assets, including an animated series, and a comprehensive training program with facilitator guides, experiential sessions, and upskilling for internal teams. Senior Leader workshops and coaching tools ensured ongoing learning and support.
Outcomes
Positive Feedback
94% of participants reported they found the program effective.
Development Goals
82% of participants reported that it helped them achieve their development goals.
Training Time
Training time was reduced from 3 full days (24 hours) to just 5 hours, resulting in significant time and cost savings.
Savings
The client saved over $1,000,000 through this streamlined approach.
Feedback
"Good practical, well balanced."
"Good course, well delivered."
"Loved it, have the tools now to practice it."
"Scenarios were awesome."
"Very interactive with a good pace and context."
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