R8 - Compassion Resiliency Training - Tips for Improving Client Interaction and Communication
TRAINERS: These sessions will be led by Kay Glidden, MS, and Beth Reynolds Lewis, BS, co-owners of Compassion Resiliency, experts in trauma-informed care, compassion fatigue, and workforce well-being.
WHO SHOULD ATTEND? This training is open to all Region 8 CSBG agencies (both public and private). Region 8 includes: Colorado, Montana, North Dakota, South Dakota, Utah, and Wyoming! We encourage participation from any staff who interact with clients—case managers, intake workers, weatherization, frontline support staff, and anyone looking to improve their communication skills.
SESSION DESCRIPTIONS:
Tips for Improving Client Interaction and Communication: Why is everyone so tense? We may need some new ideas for improving our communication and interaction with clients. This webinar will provide tips for increasing your confidence and build skills while maintaining professionalism and compassion. Communication tips such as using “I” statements, and mindfulness will be reviewed. Improving interaction such establishing rapport, de-briefing, and setting healthy boundaries will also be discussed. Common everyday workplace scenarios will be shared and discussed.
Dealing with Difficult People: Why are so many people so tense? Rude? Irritable? This session will review what causes a person to be difficult. The six types of difficult people will be discussed along with their characteristics and ways to handle each type. Tips for de-escalating others and yourself when working with difficult people will also be shared and discussed. A group discussion of common workplace scenarios will be discussed on how to respond.
Learning Objectives
1. Review what causes a person to be difficult.
2. Discuss six types of difficult people characteristics and ways to handle each type.
3. Ten tips for de-escalating yourself and your clients.
4. Discuss common workplace scenarios of difficult situations and how to respond.
We look forward to having robust participation from across Region 8, and we appreciate your help in spreading the word to ensure staff can take advantage of this valuable training.
