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Parentshop – Tough Conversations™ for Frontline Staff


Parentshop – Tough Conversations™ for Frontline Staff

A full day workshop for frontline staff on conflict resolution and managing difficult situations

Parentshop presents Tough Conversations™ for Frontline Staff

Psychologist Michael Hawton and his team, present Tough Conversations for Frontline Staff. A practical workshop for those at the frontline of a school, council or service organisation to manage difficult, emotional encounters with members of the public.

This workshop provides the practical elements and skills for effectively dealing with offensive behaviour as it arises and what to say to defuse strong emotions.

Attendees will see video examples of both poorly conducted conversations and, by contrast, more effective conversations.

Learning outcomes:

  • Reasonable expectations to hold about a persons ability to exert self-control so that you can respond appropriately
  • An understanding of what constitutes ‘normal’ versus ‘abnormal’ in behaviour
  • How to describe a problem using a template approach
  • Important conflict resolution one-liners to recall when managing a tough conversation
  • What the research is saying about great customer service and satisfaction
  • What you can do to assist someone to regain control
  • How to factually and reliably record an incident in the case of further reporting
  • Practise at completing the re-useable worksheets


View curriculum

Date: Friday, 14th June – 8.30am to 4.30pm

Venue: Webinar

Cost: $380 per person

Register: Online