PLEASE NOTE: There is a limited enrollment of 20 participants for this workshop, and all materials and links will be sent to registrants one week prior to the session.

Customer Service De-Escalation Training with CAMH

This workshop provides participants with the skills and confidence to support people during challenging interactions. This program is rooted in the foundations of a trauma-informed, customer-centered approach. The CSDT course is designed with a customer service delivery process in mind and a focus on building collaborative communication and de-escalation skills. The program fosters a psychological safe environment for all by exploring resilience building, self-care practices. Through a comprehensive needs assessment and evaluation process, our team will deliver a program that is customized for your unique needs.

This course consists of two parts: eLearning Modules and an instructor-led workshop.

This session is only offered as a LIVE workshop, and will be NOT recorded and made available as a Webinar Recording on LearnHQ.

Learning outcomes:

• Explain the relationship between mental health and mental illness
• Identify self-awareness and self-management strategies
• Describe the application of de-escalation skills
• Discuss the de-escalation skills you would apply in a specific scenario

Module 1. Mental Health Awareness

Explore foundational knowledge to increase participant’s awareness of mental health. 

Module 2. Self-care and Psychological Resiliency

Learn about the potential effects of high stress work environments and the importance of building personal self-care practices that support and increase psychological resilience. 

Module 3: Dimensions of Safety

In Module 3, participants will learn about the 4 dimensions of safety, which help you explore different factors that affect your feeling of safety in the workplace and interventions that will help to mitigate these feelings.

Workshop

Participants will engage with each other to share ideas and practice the skills in real time. At the end of the workshop, participants will be able to:

• Identify self-awareness and self-management strategies
• Describe the application of de-escalation skills
• Practice and discuss the de-escalation skills you would apply in a specific scenario