Emotional Labour and Resilience

This one-day course provides an overview of emotional labour. Emotional labour is the personal energy it takes for the purpose of addressing people’s feelings, making people comfortable, or living up to social expectations. It’s called “emotional labour” because it ends up using – and often draining – our emotional resources.
Staff working with people at risk of homelessness require high levels of social skills and emotional intelligence. This course will help teams to consider the impact of emotional labour, skills to enhance their resilience, and models of reflective practice. The training also serves as an excellent reminder of 'why I do this job' and can assist in avoiding 'job burnout'.

Group training (5-18 staff): Commercial rate £955; Standard / Concessionary £890 + plus trainer’s expenses + VAT

Course contains

  • What do we mean by emotional labour?
  • Types of emotional labour
  • The hidden stress of emotional labour
  • Empowering communication skills with clients
  • Building resilience, personally and professionally
  • Defining reflective practice and how do we learn from it?
  • Critical reflection
  • An introduction to mindfulness, looking after yourself

Learning outcomes

After attending, staff will be able to:

  • Describe the concept of emotional labour and consider the relevance of this to their roles
  • Explore techniques such as communication skills, reframing and positive self-talk to support their resilience in the workplace
  • Identify support services available to them
  • Using reflective practice, develop their skills in managing their own emotional well-being
  • An excellent reminder of ‘why I do this job’ and avoiding ‘job burnout’

Suitable for

Teams of staff and their managers, who deliver housing or support services to the public in any setting. This training will be particularly useful for homeless services, night shelter staff, hostels, YMCA, Foyers, day centres, rolling shelters and floating support services.

N.B. A follow-up full day of training on ‘Using Reflective Practice’ is recommended to ensure the learning and practices covered on this course are fully embedded.

Meet the trainer

Meet the trainer

Rob Hammond has been a trainer for Shelter since 2006 and has experience of working with not for profit, Local Authority, and corporate staff at all levels up to director as well as service users for various charities. Qualified in delivering leadership and management programmes, Rob is also trained in psychometric profiling and is licensed and accredited to use MiRo Behavioural Modes TM¬ and Strengthscope TM, both of which maximise individual and team potential. Rob has an honours degree in Psychology and a PG Dip in Integrative Counselling. Also trained as a coach, he combines these approaches as a Personal Consultant and practices as an Integrative Coach-Therapist. He is registered as a member of the British Association for Counselling and Psychotherapy (BACP). Rob’s work has a strong emphasis on personal development and engagement and receives consistently high feedback from delegates.

CPD hours 5