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

   

IS THIS TRAINING FOR ME?

This course is available to individual workers. We also run sessions for workplaces.

For more information about our training packages, tailoring to your workplace and pricing, please contact: consultancyservices@wire.org.au