Communicating with clients and managing challenging conversations

Kate Pascale and Associates (KPA) is a consultancy firm that specialises in building the capacity of the health and community services sector to deliver quality, evidence based services.Person centred care is a key focus of our work and we haveled a broad range of projects across a number of service types, to build the systems, tools and staff skills to embed positive practice change at an agency, partnership and sector level.With a team of qualified and experienced health professionals – we understand the complexity of the service system, the pressures that health and community organisations face and staff’s commitment to delivering the best possible services to support the local community.KPA's director, Kate Pascale is passionate about supporting people to be the best they can be. After working in a range of settings as an Occupational Therapist, Kate began working on a range of quality improvement initiatives, completed her Masters of Public Health and is now completing a PhD.Her expertise and experience has placed her in high demand as a facilitator, consultant, lecturer and project manager.Kate has also developed a range of resources, including theGoal Directed Care Planning (GDCP)toolkitand theConsumer Feedback toolkit., which provide practical and user friendly tools for staff.Kate is also actively involved in the ongoing development and review of policy and practice standards locally and internationally.Since 2010, KPA has delivered training to more than 28,000 staff.  Our trainers are all experienced health professionals, with real world experience working in the field. Our priority is to ensure that training is practical and interactive, providing staff with the ‘hands-on’ experience and tools they can take away and apply to their work.

Kate Pascale and Associates

This course will focus on effective communication with clients and carers.  It includes how to manage expectations and navigate challenges.

This 90 minute webinar 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.Target group: This webinar is designed for CHSP staff who who work directly with clients and carers. This includes Support Workers, Direct Care Workers, Social Support staff, Allied Health Assistants, personal care, and lifestyle staff.This webinar is being delivered with support from Barwon, Gippsland and Hume Sector Support and Development.Schedule: Wednesday 13th of August 2025, 2:30 - 4pmFormat: 1 x 90 minute webinarThe webinar will include a combination of information delivery, examples and interactive discussion. You will also have the opportunity to ask questions, discuss your experience and seek feedback. After completing the webinar, you will be sent a follow up email with a participant evaluation form, relevant resources, tools and links to further information.Additional information:Accessibility: If you require any support to access the training (e.g. due to limited vision, hearing or mobility etc.) please enter the relevant information when booking your ticket, or contact us at support@kpassoc.com.au.Resources: Soft copies of resources (including PowerPoint handouts, worksheets and any relevant resource links) will be emailed to you .Catering: You are welcome to eat and drink during the training ... BYO snacks (just make sure you're on mute so we can't hear you crunching). Attendance requirements: To successfully complete the training (and therefore be eligible for a certificate and CPD points), you must attend the entire session, actively participate in the training and complete a participant evaluation form. If you miss the session , a recording of will be available for you to watch for 2 weeks. If you watch the recording, you will need to submit a short questionnaire so that we can demonstrate your participation.Statement of Attendance: You will receive a statement of attendance via email, approximately 3 - 4 weeks after the webinar. Please be aware, that in order to receive a statement of attendance, you must actively participate in the session and complete a participant evaluation form (see attendance requirements above).Recording: The webinar will be recorded and made available to registered participants for 2 weeks after the scheduled webinar date. This allows staff who missed the session (or part of the session) to catch up and complete the training. Please note the recording is only available to registered participants and cannot be shared. Additional fees will apply for unregistered participants.

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