First-Up – client response training for administration staff

Region: 
Brisbane
Organiser: 
Encompass Family and Community
When: 
Thursday, November 7, 2019 - 9:30am to 4:00pm
Pricing: 
$330
Location
Address: 
Airport International Motel, 528 Kingsford Smith Drive
Suburb: 
Hamilton
State: 
QLD
Postcode: 
4 007
Contact
This one-day workshop equips and supports administration workers in their role of providing ‘first-up’ responses to clients and members of the public who present in person at reception or over the phone.

Administration workers are often the first persons with whom a client or potential client of your agency will have contact. When that initial contact is by an upset, highly anxious or angry client, it is not easy to find the right response. This workshop equips and supports administration workers in their role of providing ‘first-up’ responses to clients and members of the public who present in person at reception or over the phone. We consider how to interact calmly and safely with people who are presenting in a state of crisis or affected by alcohol or drugs, including how to convey empathy while encouraging the client to contain their anger or upset or behaviour. A workshop for all admin workers who may be ‘first-up’ in responding helpfully in difficult situations or helping to de-escalate potential crises.

Who should attend?

Administration workers in human service agencies who have direct ‘front counter’ or telephone contact with clients and members of the public.