In this workshop, we’ll look at how to respond to clients who are expressing challenging emotions. Empathy and assertiveness are key communication skills which we will explore and practice.

Topics:

• Techniques to understand and discuss emotions beyond anger and sadness
• How to address abusive or inappropriate behaviour
• Expressing empathy in culturally-relevant and situation-specific ways
• Understanding the impact of tone, manner and word choice in challenging interactions
• This workshop involves activities to practice challenging verbal communication