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” and Boundaries (of the role, organisational and personal) are a strong theme that run throughout the course.
Specific conversational micro skills are covered and participants will learn how to respond to the caller that threatens violence, self-harm or suicide.
Debriefing, Self-Care and accessing EAP are important modules also covered in this training.
- What do we worry about when we respond
- Communication Roadblocks
- Recognising signs of distress/anger/mental illness
- Response skills (framework for difficult conversations and conversational micro skills)
- Difficulty listening
- Cycle of Conflict
- De-escalating anger
- Containing calls
- Checking Safety (organisational policy)
- Why it is difficult for each party to end a call
- Irrational beliefs held by complaint handlers/professionals
- Boundaries (of the role/policy/personal)
- Debriefing techniques
|Who Should Attend||Program Theme|
|This program is relevant for all training tiers, Rising Star,|
Intermediate, and Advanced