Responding to the Agitated Caller - Melbourne 3 October 2019

Melbourne, VIC(AUS)
Thursday, 3 October 2019

Responding to the Agitated Caller - Melbourne 3 October 2019

Thursday, 3 October 2019 9:00 AM - 1:00 PM (Canberra, Melbourne, Sydney Time)

Level 8
500 Collins Street
Melbourne, VIC(AUS) 3000

Michaela Edwards
Membership Officer
SOCAP Australia
Phone: 02 8095 6426
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    You will have the opportunity to add additional group members later in the registration process. If there are fees associated with this event, the total fees for all registrants in the group will be charged to the first person in the group. If members of the group are paying individually (for example, with different credit cards), you must create separate registrations for each.
  2. Group discounts are available for this event.
    When 3 or more people register, a discount of 5% is applied to all registrants on all items.


Callers ​may ​present ​as ​agitated ​for ​one ​of ​a ​number ​of ​reasons, ​including ​anger, ​mental ​illness, ​suicidal ​ideation ​or ​crisis ​unrelated ​to ​your ​business. ​Responding ​to ​an ​agitated ​caller ​will ​explore ​reasons ​that ​may ​have ​led ​to ​this ​distressed ​state, ​roadblocks ​to ​communication ​and ​the ​skills ​required ​to ​respond ​in ​a ​way ​that ​is ​respectful, ​appropriate ​and ​empowering.

Participants ​will ​be ​provided ​with ​Lifeline ​Harbour ​to ​Hawkesbury’s ​unique ​“5 ​E’s ​Framework ​for ​difficult ​conversations” ​and ​Boundaries ​(of ​the ​role, ​organisational ​and ​personal) ​are ​a ​strong ​theme ​that ​run ​throughout ​the ​course.

Specific ​conversational ​micro ​skills ​are ​covered ​and ​participants ​will ​learn ​how ​to ​respond ​to ​the ​caller ​that ​threatens ​violence, ​self-harm ​or ​suicide.

Debriefing, ​Self-Care ​and ​accessing ​EAP ​are ​important ​modules ​also ​covered ​in ​this ​training.
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