Handling Difficult Conversations - Sunshine Coast

Handling Difficult Conversations - Sunshine Coast

Handling Difficult Conversations supports participants to respond appropriately to people who are distressed, angry, and/or aggressive.

By Lifeline Training Queensland

Date and time

Thu, 6 Feb 2025 12:30 PM - 4:30 PM AEST

Location

Venue 114

114 Sportsmans Parade Bokarina, QLD 4575 Australia

Refund Policy

Refunds up to 7 days before event
Eventbrite's fee is nonrefundable.

About this event

  • Event lasts 4 hours

Handling Difficult Conversations - Face to Face Workshop


This workshop is designed for people with roles that require handling difficult conversations whether they are emotional or aggressive. It is also relevant for Team Leaders managing these teams.

Participants will explore contextually what may be behind challenging behaviours and in doing so, will learn the skills and knowledge to handle these interactions in an objective and empathetic way.

Using the Lifeline's ’Recognise, Respond and Refer’ framework, participants will learn:

  • Communication skills to assist with emotional and aggressive conversations
  • Strategies to de-escalate anger
  • What to do if someone is at risk of suicide
  • Self-care strategies to use before, during and after challenging calls

This workshop is designed for frontline workers including but not limited to retail, call centre, collections, customer services, complaints handling and escalations staff, case managers or anyone exposed to difficult conversations (including yelling & aggressive behaviour) in the workplace.

Topics:

  • Reflection on workers' experiences of people in distress
  • Understanding the distressed client
  • Using the "Recognise, Respond, Refer" model
  • Strategies to deescalate anger/ aggression
  • Responding to distress
  • Avoid enemies to empathy

A certificate of attendance will be issued however, participants must complete the entire session in full.


Organised by

Help us to help others!

There are many benefits to engaging Lifeline Training. The expertise and experience of decades of Crisis Support training, professional and reputable resources, and our training promotes a mentally healthy workplace for which the return on investment is significant. Here in Queensland, there is an additional benefit of supporting our service. All profits raised from training in Queensland go back into our Crisis Support Service where revenue has a direct impact on training Crisis Supporters, meeting call demand, and ultimately saves lives.

From $253