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DTSTART;VALUE=DATE:20250512
DTEND;VALUE=DATE:20250513
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UID:25260-1747008000-1747094399@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\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. \nNote: An e-manual for this workshop is included in purchase. \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. \nTerms & Conditions \n\n\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. \nParticipants will receive the Zoom meeting login details and information about viewing the live virtual workshop by email 3-4 calendar days prior to the date of the event.\nPlease note\, payment is required in order to receive the login details. \n\n\n\n\n\n\nTrainer: Christina Reimer\n\n\n\n\n\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-6/
LOCATION:Online
CATEGORIES:Continuing Professional Development
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DTSTART;VALUE=DATE:20250512
DTEND;VALUE=DATE:20250517
DTSTAMP:20260420T135839
CREATED:20250422T185414Z
LAST-MODIFIED:20250422T185739Z
UID:25754-1747008000-1747439999@lsnl.ca
SUMMARY:Well Being in the Legal Profession Week - Including Daily Free Sessions
DESCRIPTION:CLIA is co-hosting Well-Being in the Legal Profession Week\, May 12th to 16th with daily\,  free hour-long webinars from 3:30-4:30pm (NL Time).  Building on the theme of the Canadian Mental Health Association’s Mental Health Week of Unmasking Mental Health and the results of the National Study on the Health and Wellness Determinants of Legal Professionals in Canada. Register for each webinar individually. Note that the webinars will be provided in both French and English and registration is limited to 1000 registrants. \nMay 12th: Bena Stock – Well-Being in the Legal Profession – Concrete Strategies for Positive Change (Perfectionism) \nThis webinar addresses legal practitioners’ unique mental health challenges and provides evidence-based strategies to enhance well-being while maintaining professional excellence. Designed specifically for lawyers navigating the demands of modern legal practice\, this program transforms theoretical wellness concepts into practical applications for the legal environment. This interactive webinar includes practical exercises\, case studies drawn from legal practice scenarios\, and actionable takeaways that can be immediately implemented in your professional environment. \nClick to register for Well-Being in the Legal Profession: Concrete Strategies for Positive Change \n  \nMay 13th: Dr. Judy Jaunzems-Fernuk – Mental Health\, Well-being\, and Issues Facing Law Students/Young Lawyers:  \nJoin us for a conversation about law student mental health and well-being\, featuring insights from the College of Law’s wellness initiatives. This session will explore common challenges students face\, how supports are provided\, and why building a culture of well-being in legal education matters for the future of the profession. Judy\, the College’s Well-being Coordinator\, will also infuse strategies and supports for mental health and well-being in general that can support personal and workplace well-being. \nClick to register for Mental Health\, Well-Being and Issues Facing Law Students/Young Lawyers \n  \nMay 14th: Richard Martin –Mindful Business Charter \nWe all know the concerns around mental health in the legal profession. Many of the measures to address it are either about supporting people in distress or encouraging them to be more resilient rather than addressing the causes of the distress. The Mindful Business Charter (MBC) is a movement of law firms and their clients aiming to reduce unnecessary stressors in the workplace. In this session\, CEO Richard Martin provides practical concrete examples of how the MBC can be applied in any workplace.  You will also learn more about the MBC and how to get involved with the valuable work they are doing to create a healthier profession for the future. \nClick to register for The Mindful Business Charter \n  \nMay 15th: Ryann Peyton – Well-Being is a Team Sport  \nWe often think of well-being as an individual problem\, solvable with simple fixes such as doing more yoga\, drinking more water\, getting more rest\, and setting boundaries. Yet the research continues to show that personal solutions are not enough to combat the systemic\, structural\, and cultural elements of the legal profession that keep people unwell. If lawyers don’t take care of each other…who will? The responsibility for driving well-being change in the legal profession is on all of us. Incorporating actionable and replicable goals and strategies to drive true culture change\, this presentation will explore how a community-based approach to lawyer well-being can remove the often artificial\, unnecessary\, and outmoded barriers that prevent legal professionals from being able to perform at their best. \nClick to register for Well-Being is a Team Sport
URL:https://lsnl.ca/event/well-being-in-the-legal-profession-week-including-daily-free-sessions/
LOCATION:Online
CATEGORIES:Continuing Professional Development,wellness
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