Responding to Clients’ Emotions: Empathy and Assertiveness
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.
- 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