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DTSTART;VALUE=DATE:20250128
DTEND;VALUE=DATE:20250129
DTSTAMP:20260420T185410
CREATED:20241119T195155Z
LAST-MODIFIED:20241119T195239Z
UID:24518-1738022400-1738108799@lsnl.ca
SUMMARY:Managing Difficult Phone Calls
DESCRIPTION:Handling difficult interactions on the phone is a challenging task\, especially if the caller is in a heightened state of emotion. For many\, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This workshop is designed to provide practical strategies for dealing with clients and customers over the phone who are in a heightened emotional state. Participants will learn over-the-phone techniques for de-escalating anger\, resolving conflict\, and communicating effectively.\n\n\n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nApply effective listening skills to enhance understanding\nSupport emotionally heightened clients over the phone\nProblem-solve with clients for best outcomes\nDemonstrate a plan for delivering bad news\n\n\n\nMethod of Delivery\nPresentation\, video\, experiential practice\, personal reflection\, delivered electronically. \n\n*Please allow only the registered individual(s) to view the materials. \n\n\n\n\nSome of the Topics Included\n\nThe Complexity of Phone Communication\nQualities of a Skilled Communicator\nKey Skills for the Phone – Tone\, Volume\, and Inflection\nCommunication Style Test\nPractical Tips for Calming the Distressed Person\nIdentifying and Prioritizing Issues Raised\nDelivering Bad News\nEffective Notetaking\nPolitely Ending the Conversation\n\n\n\nTarget Audience\nThis is an introductory-intermediate level workshop. \n\n\nTerms & Conditions\nView our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop. \nThis is a live virtual event\, please check your system requirements prior to registering. \n\n\n\n\n\n\n\n\n\n\n\nTrainer: Christina Reimer\nChristina has a diverse background as a leadership trainer\, director and team building and conflict resolution facilitator. With a PhD in religion\, she teaches university courses on ethics\, the world’s major religions\, and other topics. Christina has travelled extensively and worked internationally for non-profit organizations that focus on peace-building and community development. She values workplaces that promote diversity and equity and strive to resolve corporate and interpersonal conflict in productive ways. She believes that communicating well is one of the keys to creating healthy working environments. Christina has an enthusiastic and engaging presentation style and uses storytelling and humour to make workshops interesting as well as informative.
URL:https://lsnl.ca/event/managing-difficult-phone-calls-4/
LOCATION:Online
CATEGORIES:Continuing Professional Development
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BEGIN:VEVENT
DTSTART;VALUE=DATE:20250128
DTEND;VALUE=DATE:20250129
DTSTAMP:20260420T185410
CREATED:20241119T195324Z
LAST-MODIFIED:20241119T195324Z
UID:24520-1738022400-1738108799@lsnl.ca
SUMMARY:De-escalating Potentially Violent Situation
DESCRIPTION:For those who work in an environment where there is potential for violence\, it is important to develop the skills needed to defuse dangerous situations. This workshop is designed to teach people to de-escalate potentially violent situations through assertiveness and interpersonal communication. The training will explore how anger and violence interplay\, including opportunities for self-assessment of personal communication styles. Participants will develop a clear understanding of how to assess the potential for violence and respond with a diverse set of interpersonal tools and strategies designed to defuse potentially violent situations.\n\n\n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nUnderstand the role of anger in violent incidents\nIdentify their own styles of interaction\nDescribe a framework for defusing potentially violent situations\nIdentify potential risk factors\nApply the principles learned to their own environment\n\n\n\nMethod of Delivery\nPresentation\, video\, case study exercises\, experiential practice\, delivered electronically. \n\n*Please allow only the registered individual(s) to view the materials. \n\n\n\n\nSome of the Topics Included\n\nThe Physical Violence Spectrum\nRating Your Workplace Risk Levels\nAnger Cycle and Escalation\nAnger Styles Assessment Questionnaire\nWarning Signs of Potential for Violence\nThe Aggression Defusing Process\nApproaching\, Containment\, and Problem-Solving Strategies\nWhen and How to Disengage\nSpecial Considerations for Unique Situations\nAddressing Enablers of Violence\n\n\n\nTarget Audience\nThis is an introductory-intermediate level workshop intended for anyone wanting to learn more about violence and interpersonal strategies useful in de-escalating the imminent threats of violence. \n\n\nTerms & Conditions\nView our cancellation policy and other information regarding your live virtual workshop or for your in-person workshop. \nThis is a live virtual event\, please check your system requirements prior to registering. \n\n\n\n\n\n\n\n\n\n\n\nTrainer: Janelle Jackiw\nMA\, MEd\, CCC\nJanelle holds a Master’s Degrees in both Criminology and Educational Psychology\, and she is a Certified Clinical Counsellor (CCC). Her background and practice is in the area of counselling\, with specific interest in the area of mental health and wellness\, stress management\, suicide/self-injury\, and trauma. Janelle believes that people create important change in their lives when they have meaningful connections to others and have a sense of passion and purpose for their life. In addition to training with CTRI\, she carries a client caseload part-time\, works for the Ministry of Justice\, and is a sessional lecturer at the University of Regina. Janelle is an energetic presenter who enjoys delivering training workshops that are relevant and practical. Read blogs written by Janelle here.
URL:https://lsnl.ca/event/de-escalating-potentially-violent-situation/
LOCATION:Online
CATEGORIES:Continuing Professional Development
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