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DTSTART;VALUE=DATE:20260108
DTEND;VALUE=DATE:20260109
DTSTAMP:20260419T202148
CREATED:20251106T174600Z
LAST-MODIFIED:20251106T174600Z
UID:27040-1767830400-1767916799@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\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-8/
LOCATION:Online
CATEGORIES:Continuing Professional Development
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DTSTART;TZID=America/St_Johns:20260108T100000
DTEND;TZID=America/St_Johns:20260108T130000
DTSTAMP:20260419T202148
CREATED:20251113T142226Z
LAST-MODIFIED:20251113T142249Z
UID:27100-1767866400-1767877200@lsnl.ca
SUMMARY:Trauma-Informed Leadership
DESCRIPTION:A compassionate and trauma-informed approach to leadership is essential for creating healthy workplace cultures. Trauma is prevalent in our world and has an impact on many of the people we interact with\, including staff and colleagues. Based on our book\, A Little Book About Trauma-Informed Workplaces\, this workshop explores how to lead with a trauma-informed approach and provides five key principles that trauma-informed workplaces embody. By embracing these principles\, organizations can contribute to the positive transformation of individuals and relationships affected by trauma\, while at the same time creating the conditions that lead to high levels of employee engagement and organizational success. Every organization\, from any sector\, can benefit from becoming trauma-informed. \n\n\n\n\n\n\n\n\n\nLearning Objectives\nUpon completion\, participants should be able to: \n\nDiscuss the prevalence and impact of trauma on individuals and organizations\nList five key trauma-informed principles\nDescribe practical strategies for implementing each of the five trauma-informed principles\nAssess their own organization for areas of trauma-informed strengths and weakness\n\n\n\nMethod of Delivery\nPresentation\, video\, personal reflection\, delivered electronically. \n\n\n\n\n\nSome of the Topics Included\n\nTrauma’s Ripple Effect\nThe Impact of Trauma in the Workplace\nCharacteristics of a Trauma-Informed Leader\n5 Principles of Trauma-Informed Workplaces – Promote Awareness\, Shift Attitudes\, Provide Choice\, Foster Safety\, Highlight Strengths\nSteps for Implementing Principles\n\n\n\nTarget Audience\nThis is an intermediate-advanced level workshop for leaders\, managers\, supervisors\, and anyone providing leadership within an organization. \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. \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\n\n\n\n\n\nTrainer: Kristen Deuzeman\nKristen is an Organizational Psychologist who specializes in psychological assessments. She completed her undergraduate degree at the University of Ottawa\, and her graduate work at both the University of Ottawa and Concordia University. In addition to training with ACHIEVE\, Kristen is the clinical director for a psychological services agency. As a leader\, she believes that continuous development and self-awareness is essential to one’s ability to serve others. As a trainer\, Kristen combines her experience in organizational psychology and clinical work to enhance self-discovery and skill development for participants. She is a passionate facilitator who uses warmth and humour to create engaging and meaningful workshops. Read blogs written by Kristen here.
URL:https://lsnl.ca/event/trauma-informed-leadership-3/
LOCATION:Online
CATEGORIES:Continuing Professional Development
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