Online Managing Difficult Calls eWorkshop

Date: 08-Oct-2020

Online eWorkshop- Thursday, 8th October 2020 from 10.00am to 1.00pm.

This 3-hour webinar is for any staff who may have to manage difficult calls and will cover:

  • Preparing for difficult calls;
  • The different types of difficult calls and callers and issues associated with the different types of calls and callers;
  • Managing your own feelings in difficult circumstances;
  • Using language that does not create resistance in the other person;
  • A suggested structure for some difficult conversations and;
  • How to manage different types of calls or callers including people who are angry, distressed, bewildered or confused;
  • The rambler, the person who does not understand and;
  • The suicidal caller.
  • Self-care for the worker will also be discussed.

At the end of the webinar the participants will:

  • Have a developed their knowledge in how to prepare for difficult calls;
  • Have extended their skills in responding to difficult calls and;
  • Have broadened their knowledge of self-care strategies.

The webinar will be run by David Cherry, a Clinical and Forensic Psychologist who has been working for over 35 years. David has run training on managing difficult calls for over 5000 people, including staff in call centres.

When: Thursday, 8th October 2020 from 10.00am to 1.00pm.

Where: Online eWorkshop via Zoom. You will receive the Zoom details when payment is received.

Cost: The early bird booking is $165.00 (GST incl). Payment is required before attending the eWorkshop.

To register: Register and complete payment below. A Tax Invoice will be emailed to you. The payment needs to be completed before the workshop occurs, for the registration to be confirmed.




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