NAVIGATING COMPLEX CONVERSATIONS
Build your team’s confidence when responding to difficult calls and interactions
About this training
Navigating Complex Conversations training (Formerly Dealing with Difficult Calls) evolved from the experiences of WIRE’s direct services team, who have been serving the Victorian community for 40 years. It is invaluable to frontline staff who are the first point of contact for service users and customers.
This training supports staff to upskill and feel more confident when responding to challenging calls and interactions.
Our interactive sessions 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?
The Navigating Complex Conversations course is available to individual staff and we also run sessions for workplaces. Individuals can book via this link.
For more information about our training packages, tailoring to your workplace and pricing, please contact consultancyservices@wire.org.au