Managing Difficult Conversations in Aged Care
Grampians Sector Development invite you to join us for a 3.5 hour online session via Zoom, where ICML will provide you with the tools to confidently manage difficult conversations in Aged Care.
This workshop predominantly focuses on interactions over the phone and will cover how to:
- Overcome reluctance to have difficult conversations
- Understand different personality styles
- Use tone of voice (and body language) constructively
- Use active listening techniques to create a calm atmosphere
- Structure messages to ensure they are received as intended
- Apply conflict resolution models
- Give and receive feedback
- Deal with emotional reactions.
Target Audience:
Frontline staff who provide telephone-based support, information, assessment, care coordination, or client service to older people.
Places are limited to 20 participants. Book early to avoid disappointment.
This workshop predominantly focuses on interactions over the phone and will cover how to:
- Overcome reluctance to have difficult conversations
- Understand different personality styles
- Use tone of voice (and body language) constructively
- Use active listening techniques to create a calm atmosphere
- Structure messages to ensure they are received as intended
- Apply conflict resolution models
- Give and receive feedback
- Deal with emotional reactions.
Target Audience:
Frontline staff who provide telephone-based support, information, assessment, care coordination, or client service to older people.
Places are limited to 20 participants. Book early to avoid disappointment.
Tuesday 29 September 2026 - Tuesday 1 December 2026 (UTC+10)
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Online event access details will be provided by the event organiser
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Managing Difficult Conversations in Aged Care
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