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...
Learning Options: Live webinar with chat includes 60 day replay 9:00 am – 10:30 am (Pacific) 10:00 am – 11:30 am (Mountain) 11:00 am – 12:30 pm (Central) 12:00 pm – 1:30 pm (Eastern) 1:00 pm – 2:30 pm (Atlantic) 1:30 pm – 3:00 pm (Newfoundland) *This program features real-time video of the presenter with...
Critical incident group debriefing (CIGD) is a short-term intervention designed to support people after a distressing or unusual event – something that falls outside of everyday experience and challenges our ability to cope. In this workshop, you’ll learn how to facilitate a group debriefing and create a safe space where your participants can share their...
Organizational change efforts stall when leadership forgets to focus on the impact change will have on employees. Managing the “people side” of change is often the most challenging and critical component of organizational transformation. Getting people engaged in the change will greatly enhance the likelihood of new structures and approaches being implemented successfully. This workshop...
This workshop is provided in partnership with our partner organization, Crisis & Trauma Resource Institute (CTRI). Workshop details may be sent to you via email from CTRI. If you work with people, it’s crucial to know how to defuse dangerous situations before they become violent. This workshop will equip you with a trauma-informed approach to de-escalate situations...
In order to survive and thrive in the 21st century workplace, we all need to master the fundamentals of communication. Our ability to communicate effectively is directly linked to our success in meeting the needs of employers, colleagues, customers, and clients. This workshop focuses on the core skills for communicating with clarity in the workplace....
Trauma is prevalent in our world and has an impact on many of the people we interact with, including those who engage with our organizations. Compassionate and trauma-informed care is essential to providing effective support and building sustainable services. Based on our book, A Little Book About Trauma-Informed Workplaces, this workshop explores five key principles...