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This training (formerly Dealing with Difficult Calls) evolved from the experiences of WIRE's direct services team, who have been serving the Victorian community for over 40 years. It is invaluable to frontline workers who are the first point of contact for service users as it supports them to upskill and feel more confident when responding to challenging calls and interactions.
Our interactive sessions will provide learners with:
Key principles for engaging with clients in distress – learn more about WIRE’s trauma-informed, intersectional, person-centred approach
Tools to build your positive communication skills and to assist you to create rapport with clients
Practice using techniques to navigate complex conversations and de-escalate interactions where clients are upset, frustrated or angry
Information and support on caring for yourself during and after a challenging conversation
COST
General Admission - $214.50 (plus $5.86 fee)
NFP Organisation - $192.50 (plus $5.31 fee)
Concession (full-time students) - $159.50 (plus $4.49 fee)