Explore factors that can result in a person becoming distressed, communication roadblocks, and respectful, appropriate and empowering response skills.
Callers may present as agitated for one of a number of reasons, including anger, mental illness, suicidal ideation or crisis unrelated to your business. Responding to an agitated caller will explore reasons that may have led to this distressed state, roadblocks to communication, and the skills required to respond in a way that is respectful, appropriate and empowering.
Participants will be provided with Lifeline Harbour to Hawkesbury’s unique “5 E’s Framework for Difficult Conversations.” Creating boundaries - of the role, organisational and personal - are a strong theme that run throughout the course.
Specific conversational skills are covered, and participants will learn how to respond to a caller who threatens violence, self-harm or suicide.
Debriefing, self-care and accessing EAP (employee assistance programs) are important modules also covered in this training.
Members: $449 per person
Non-members: $649 per person