Recognise early. Regulate effectively. Respond with clarity.
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Description
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Classroom | Up to 30 learners | $300
SISO SDU accreditation pending
WHO IS THIS FOR
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Employees, supervisors and managers
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HR professionals, well-being champions and peer supporters
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Customer-facing staff who handle difficult interactions
THIS COURSE IS FOR YOU IF...
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You react strongly to criticism or conflict, then regret it
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You want to stay composed in tense conversations
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You deal with frustrated customers, colleagues or stakeholders
RATIONALE
Pressure, criticism and disagreement trigger automatic reactions that can escalate conflict and strain relationships. Grounded in cognitive behavioural principles, emotion regulation research and Psychological First Aid, this workshop helps participants notice emotional activation early, interrupt unhelpful patterns and respond with clarity and composure.
LEARNING OUTCOMES
By the end of the course, participants will be able to:
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Explain how thoughts, emotions, physical reactions and behaviour influence each other
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Recognise emotional triggers and early signs of activation
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Apply a CBT-informed reflection tool to identify unhelpful thinking patterns
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Demonstrate practical techniques such as STOP, grounding, paced breathing and reappraisal
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Apply an adapted LOOK-LISTEN-LINK approach for emotional self-reflection
WHY THIS COURSE, WHY NOW
Emotional regulation underpins customer service, teamwork and leadership, yet it is rarely taught directly. Customer-facing industries in particular need staff who can stay composed under pressure.
What sets it apart: Turns PFA inward as a practical self-regulation tool. The self-directed LOOK-LISTEN-LINK is a Kaleidoscope Labs instructional adaptation informed by WHO PFA and CBT principles. Educational and non-clinical.
BENEFITS FOR INDIVIDUALS
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Greater emotional self-awareness
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More deliberate responses under pressure
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Composure in difficult conversations
BENEFITS FOR YOUR ORGANISATION
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Fewer escalated conflicts and complaints
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Better communication and decision-making under pressure
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A shared, practical tool for teams
WHY ORGANISATIONS CHOOSE IT
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"Emotional First Aid" is a memorable, easy-to-explain concept
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Strong fit for retail, hospitality, healthcare, contact centres and public service
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Complements Foundational PFA: one supports others, the other supports yourself
RECOMMENDED NEXT STEP
Foundational PFA
