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How to keep your cool in local government

How to keep your cool: for those in local government

Do you face negativity, put-downs or anger outbursts - whether from rate-payers, visitors, councillors, suppliers or colleagues? Do people upset, frustrate, insult, annoy or offend you? 

 It is hard to please everyone in local government and tempers can flare and frustration mount. Discover key ways to keep your cool and maintain a positive, productive and professional manner.

Shrug off other people's negativity, emotions and bad behaviour. Stay calm, cool and collected. Let difficult, rude or angry people wash over you like water off a duck's back.

What this keep your cool live tele-class will cover:

  1. How to keep your cool so you think clearly and stay level-headed.
  2. How not to get irritated, angry or upset when people are negative, upset or complaining.
  3. How not to get irritated when you have "heard it all before".
  4. How not to let people push your buttons.
  5. How not to get defensive.
  6. A quick way to avoid stewing on snide comments or put-downs.
  7. How to be able to listen to criticism that is constructive and then ditch the rest.
  8. Three quick tips on how to soothe rather than escalate a conflict.

Available for private groups and organisations by request 

Please contact us to have this special local government tele-class conducted privately for your group or organisation.

  • Ideal for: People at all levels in local government, whether dealing with people on the front counter or over the phone, or in staff meetings, community groups, council meetings or executive meetings.

Presenter: Rachel Green:

  • Rachel Green is the Director of the Emotional Intelligence Institute, an emotional intelligence and engagement specialist and dynamic professional speaker.
  • She is the author of 20 CDs, 8 books and 3 DVDs, including the unique 2 DVD program, "How to develop emotional resilience and manage your emotions" and the MP3 recordings "How to deal with difficult people without getting upset".
  • She has a keen interest in local government and has worked with a number of local government employees and executives throughout Perth and Western Australia, including at the City of Swan, City of Bunbury, Shire of Mundaring, Town of Port Hedland, City of Busselton, City of Joonadlup, Shire of Augusta-Margaret River, City of Kalgoorlie-Boulder, City of Armadale, City of Albany, City of Canning, Shire of Gnowangerup, City of Gosnells, City of Greater Geraldton, City of Kwinana, and more; and she has given keynote speeches at a number of local government LGMA WA conferences. 
  • She has a passion for helping people to keep their cool, and for doing so herself.
  • She is engaging, warm and lively with a great sense of humour. She promises not to be boring


This was the first webinar I've attended. It was easy and a really convenient way to receive training - all in the comfort of my dining room! Rachel delivered excellent content and had plenty of great practical examples. I thoroughly recommend this type of training.

Kym Godfrey. Director, Accent West. WA.

It was great to be able to do this live tele-class, in my own space and with no travel and accommodation expenses, but still being able to interact with other participants. Rachel's presentation was short, sharp and to the point; and I was able to take away so much from it, even though we only had an hour. I would recommend Rachel's live tele-classes to anyone wanting to acquire new skills, brush-up on old ones or discover something about themselves.

Cherie Wallace, Coordinator Statutory Planning, City of Kalgoorlie-Boulder, Western Australia.

Hi Rachel, Once again thank you for your emotional intelligence class at City of Swan. Out of all the classes I've been to over the years here, yours has been the only one to keep me completely interested all day.

Jackie McCollum, Day Centre Co-Ordinator, City of Swan, Western Australia, 2013.

The Shire of Busselton first employed Rachel to present one workshop. However, we were so impressed with her skills that we invited her back to give another presentation, and then another one, and then even more follow-up presentations until finally Rachel ended up becoming an integral part of our Leadership development program. What impressed me in particular was her ability to be flexible to the needs of the group.

Maxine Palmer, Manager Community Services, City of Busselton.

Thank you Rachel! Your tele-class was a wonderful experience. Living in the country makes it difficult to gain access to valuable information and I find the webinar technology so easy. 

Donna Rayner, Project Officer, Mingenew-Irwin Group, Western Australia.

Rachel has a fun, gentle way of helping participants work through their thoughts and emotions, and gain greater awareness of themselves. The training was really well received by our Team, who provided feedback that they learned a great deal and enjoyed the session (they have requested more of this kind of training).

Jane Elton, Manager Community Capacity Building, City of Rockingham.
Please contact us to have this special local government tele-class conducted privately for your group or organisation.