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Managing Difficult Calls eWorkshop 9-Feb-2023

February 9 @ 9:30 am - 12:30 pm AEDT


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

  • 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 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.

When: Thursday, 9th February 2023 from 9:30am to 12.30pm. (AEDT)

Where: Online eWorkshop via Zoom. If payment has been received, you will receive the Zoom details in the week prior to the eWorkshop .

Cost: The early bird booking is $195.00 (GST incl) if registered before 26th Jan 2023, after the 26th Jan the Full Price is $250.00 (GST incl). Payment is required before attending the eWorkshop.

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

Facilitator: David Cherry
The webinar will be run by David Cherry, a Clinical and Forensic Psychologist who has been working for over 40 years. David has run training on managing difficult calls for over 5000 people, including staff and volunteers working on national support lines. David has also provided training for staff in emergency services on managing difficult calls as well many other state government departments.

Please note that posting onto the Events & Training calendar is reserved for FRSA Members only.