The council needed a workshop specifically designed for those in the care sector which provided strategies to manage complex client interactions and heightened state behaviours. So we began with a series of pre-consultation meetings where we designed and agreed on a clear set of learning outcomes for the training sessions based on their objectives. 

As a result, we incorporated specifics within the sessions such as how to identify early warning indicators to help defuse unnecessary escalation. We coached on developing a set of common team communication responses that maintained empathetic impact to clients and reduced the sense of impersonal transactional interaction. Additionally, we focused on supporting the team with strategies for improving self-management. This helped ensure staff could remain calm and experience lower stress when faced with client incidents. The participant guide that care staff could take home also included customised scenarios that connected learning with real-world situations, enhancing relevance.