Workplace Resilience Advanced Course

$597 AUD per employee


Building on from our popular Workplace Resilience Essentials course, this Workplace Resilience Advanced course provides the skills, tools and resources to equip frontline employees with the resilience skills they need in today’s fast-paced and constantly changing business environment.

And gees, is it needed!

The Human Rights Commission recently reported that 25% of workers took time off each year for stress-related reasons and stress-related Workers Compensation claims have doubled in recent years, costing businesses over $10b each year.  And with the pressures from the rising cost of living, staff shortages, stock shortages and so on it’s expected these numbers are going to continue to rise.

For employees who deal with either internal or external customers (or both) and are already feeling under pressure, it doesn’t take much for things to quickly escalate from a single phone call, message/email or a customer or colleague in person that can manifest itself in a variety of negative ways that can impact the employee directly, their colleagues and ultimately your business.

Employees can often feel overwhelmed, fatigued and so on meaning they are not performing at their best and typically struggling to do the basics, let alone go the extra mile for your business.

This Workplace Resilience Advanced course is facilitated live over three x 3-hour online sessions enabling your employees to digest and apply their newfound skills in between each session and minimise the impact on your operations with only 3-hours away from the frontline line each week.

Workplace Resilience Advanced online training course

Why invest in workplace resilience training?

If you’re reading this course page you are already acutely aware of the impact low resilience is having on your business and this is supported by numerous studies:

  • Psychological injury claims, work pressure accounts for around half of all claims and harassment and bullying for around a quarter of claims1
  • “Australian businesses lose over $6.5 billion each year by failing to provide early intervention/treatment for employees with mental health conditions1”,

It’s now a must to provide your team with a variety of workplace wellness programs to create safe working environment for all employees.


Beyond legal compliance

Whilst new workplace laws are moving towards legislating workplace mental health courses, proactive organisations and leaders are quickly realising that when they provide a health healthy environment for their team they THRIVE with a range of benefits for the business including:

  • Lower sick leave
  • Fewer stress claims
  • Improved employee engagement
  • Improved workplace morale
  • Higher productivity

Investing in a Workplace Resilience training course is a win/win for both your organisation and employees. Taking action to improve your team’s mental, emotional and overall health significantly contributes to a productive, engaged, creative and focused team.

Health and wellbeing is so widely recognised now, with recent reports showing “87% of employees consider health and wellness offerings when choosing an employer” and “Wellness programs can reduce absenteeism by 14-19%”

Any business or organistion wanting to succeed and excel in the current market must now consider, not if, but when a wellbeing program will be implemented.

Benefits of employee resilience training

The power of resilience skills

The dynamics of the working environment have changed substantially over the last few years.

Flexible working hours, work from home and back to the office have brought their own challenges as an added addition to the already complex nature and many nuances already contributing to the workplace environment.

The Workplace Resilience Advanced course tackles resilience with proven skills and strategies and tools that can be applied daily, enabling your team members to deal with any situation in a healthy, productive and professional way.

This is an integral part of creating an environment to thrive, not simply survive by preparing them for the entire day, every day.

Your team members deserve to have the skills to be their best from the moment they wake up until they go to sleep. This places them in the best possible state and frame of mind to effectively deal with whatever comes their way during the working day.

Resilience skills at work course

Course Outcomes

The Workplace Resilience Advanced course is more than just happy team members while at work. This course is about providing your employees with a foundation of strong and sound mental and emotional health, ensuring any challenges they face are met in the best way possible.

As any successful organisation will attest to, creating the right environment for your employees to excel is essential for the long-term success of your organisation.

Upon completion of the course, you will notice your employees being more productive, positive and purposeful, able to handle the challenges the day brings with confidence and clarity.

Learning how to understand and build mental and emotional resilience are life skills that once taught, can be developed and progressed over time.

The facilitated sessions will teach your team the skills and strategies needed to respond proactively, instead of reacting to any situation.

Delivered as both a theoretical and practical based workshop, this 9-hour course, delivered over 3 x 3-hour live, facilitated sessions will empower your employees with the strategies, techniques and tools to positively deal with, process and learn from any event and experience in the workplace enabling them to excel in their role, choose their behaviour and evolve as the valued employee they are.

Advanced resilience skills course outcomes

Do your employees handle lots of difficult customers? 

Our How to Manage Difficult Customers course is an 8-hour course (delivered online via 2 x 4-hour sessions) specifically designed to equip employees with the skills they need to manage difficult customers/situations. These are very different skills to resilience, albeit there is some good synergy between the two!

Learn more about the course > (will open in a new window)

Course suitability

Who is this course suitable for?

We already have a Workplace Resilience Essentials Course for employes that need to learn the basics (it’s a 3-hour course) so this Workplace Resilience Advanced Course is specifically designed for any employee/team member with a higher exposure to a high-pressure/fast-paced/challenging workplace.  

Typical roles include:

    • Healthcare workers in client-facing/ admin roles (Medical, dental, pharmaceutical etc.)
    • Customer Service/Helpdesk staff
    • Retail employees
    • Office/administration staff
    • Contact centre employees
    • Professional services employees
    • Account managers
    • Hospitality staff

Workplace Resilience Advanced Course Modules

3 Sessions, 6 Core Modules of Live, Facilitated Learning

The Workplace Resilience Advanced Course includes six modules (listed below) that will empower your employees with a range of tools, strategies and techniques on how to build resilience.

The workshops are 9-hours in total, delivered across 3 x 3-hour live online facilitated sessions.

Session 1

Module 1. Understanding the Foundations of Mental and Emotional Health

The first module will help your team to develop a thorough understanding of mental and emotional health and where resilience fits into the bigger picture.

An awareness of how to create health, how the right small steps can create big results and how, with the right skills and strategies, change is only ever a few moments away is a game changer for all.

Module 2. Understanding Mental Health

In this module, your employees will gain insights into improving focus and clarity, and having the strategies to navigate negative thought patterns.

Having the ability and skill to set the day intentionally and adapt when necessary are invaluable insights that anyone and any organisation will find priceless.

Session 2

Module 3. Understanding Emotional Health

Mental and Emotional Health is not the same thing, even though it is regularly suggested that they are. Though both are intricately connected, we cannot successfully have one without the other.

Insights into emotional health, the impact on the mind and body and how to recognise, regulate and process emotions in a healthy way are essential to building robust resilience.

Having the tools to change and challenge current behaviour is an essential step in making sure your employees are performing at their best.

Module 4. Immediate-term resilience strategies and skills

Work is frequently carried or continued at home, having the potential to have a negative impact and outcome on every area of life.

Strategies in this module will ensure your employees work through the day’s events with a high level of both IQ (Intelligence Quotient) and EQ (Emotional Intelligence).

This will ensure the daily challenges your team faces can be dealt with in a practical and positive way and any situation requiring an immediate response can be handled in a professional and personable manner.

Session 3

Module 5. Focus and Energy

What we pay attention to and give energy to each day matters.

Where focus goes, energy flows.

This module sets your employees up to be focused, clear and engaged while being able to shut out noise and distractions.

It has never been more vital to teach your team how to stay on task and at the same time, how to remain in a positive and productive state.

Module 6. Long Term Mental and Emotional Resilience

The final module teaches your employees how to develop very positive, supportive and useful longer-term patterns and behaviours.

Learning how to develop new habits and actions that support mental and emotional health in a sustainable and long-term way ensures your investment in this course continues to deliver benefits well after completion.

Online or Onsite Training

The Workplace Resilience Advanced course can be delivered either onsite or online.

Online training:

The online version of this course is delivered over 3 x 3-hour sessions enabling you to minimise the impact on your operations whether they are working on the frontline, in the office, on the phone or working from home.

Onsite Training:

The Workplace Resilience Advanced course can also be delivered onsite at your premises as a full one-day (8-hour) course*.

*Additional travel costs may apply

Workplace resilience online course Australia

Need something a bit shorter?

Our Workplace Resilience Essentials course is a 3-hour course (delivered as 1 x 3-hour session) to teach employees the essentials of Workplace Resilience.

Learn more about the course > (will open in a new window)

Private and Public Training Options Available

The Workplace Resilience Advanced Course is available publicly (with others) or privately (just for your business) with the differences outlined below.

Public Courses

The public Workplace Resilience Advanced Course is delivered as 3 x 3-hour sessions online via ZOOM, and tickets are available for anyone to purchase. This is perfect for smaller numbers of employees (you can purchase a minimum of 1 ticket) so you can spread training for your team over multiple courses to minimise operational impact, and it can also be beneficial to hear from, and connect with others from outside the immediate workplace.

The times and dates are fixed enabling you to plan ahead – If you would like to have more flexibility on the dates, times and content refer to our private delivery options.

See available course dates and times at the bottom of this page!

Private Courses

Whilst the public courses can be a great solution for small numbers, sometimes you need more flexibility with the dates and times or you’d like to train entire teams, workplaces etc.

Our private courses are more cost-effective for larger groups and you can also choose the dates, times and duration of the workshop to suit your business and as it’s only your employees, it can allow for more in-depth discussions that specifically relate to your workplace.

Talk to us about a private session for your team >

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX Skills
Based on 33 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here:
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.
Response from the owner: Thanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great course delivery and awesome techniques to use with customers.
Response from the owner: Thanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course!
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!

Our Recent Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Pricing and Payment Options

The Workplace Resilience Advanced Course facilitated live is $597.00 AUD ex GST per employee for a full 9-hours of training delivered over 3 x 3-hour sessions.

Tickets to our upcoming public courses (see available dates at the bottom of this page) can be purchased instantly with a credit card or you can request an invoice at checkout (the invoice must be paid prior to the course commencing).

Available Discounts

  • Save 15% if you purchase three or more tickets in the same transaction
  • If you’d like to train your whole team in a private session, please contact us for further information, available dates and pricing.
Teaching resilience skills at work

Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?

Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!

With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience. 

Got questions about this course? Want to train your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Purchase tickets now to the upcoming public Workplace Resilience Advanced Course:

This course is now only offered for private bookings – please contact us for further information.