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Dealing with Difficult Calls (Professional Development)

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Online Event

Event description
A must-attend online workshop for phone-based workers that are the first point of contact for service users and customers.

About this Event

You will learn:

  • What creates a challenging call and how to respond to crisis
  • How to develop rapport with clients and establish boundaries
  • Managing the client’s expectations
  • Tips for working with angry, frustrated, distressed, discriminatory and repeat clients
  • Wrapping up calls professionally
  • Caring for yourself during and after a challenging call

This session will be capped at 20 participants and will be interactive. You will do small group activities in breakout rooms.

For queries about this training please contact Julie Kun at jkun@wire.org.au or 0432 821 430

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