Communicating with Clients and managing challenging conversations

a 90 minute live webinar facilitated by Trish Miller

This course is designed to support staff communicate effectively with clients and carers. It includes how to set clear expectations, manage client and carer expectations and effectively navigate conversations when consumers have greater expectations than can be provided by your service.

We will look at practical and professional steps to address difficult conversations and work towards reaching resolutions in a consultative manner. This includes:

• How to be clear about what your service can provide.

• Building communication strategies for professional discussions

• Practical steps to manage confronting situations.

• Professional conduct and policy guidelines.

• Documentation and reporting of incidents.

The webinar will be tailored to staff working in direct service provision roles across a range of settings. The content will therefore be linked to the Fair Work ACT 2009, Health Records ACT 2001, Privacy Principles, Australian Community Industry standards, quality standards and programme guidelines.

Host or Publisher Sector Support and Development Central Coast & Hunter