Handling Difficult Calls or Interactions for First-line Staff

Handling Difficult Calls or Interactions for First-line Staff

This workshop will support non-clinical staff to professionally handle difficult calls (or interactions) involving grief and loss.

By Irish Hospice Foundation

Date and time

Fri, 17 May 2024 01:15 - 08:15 PDT

Location

Online

Refund Policy

Refunds up to 7 days before event

About this event

This workshop will support non-clinical staff (e.g. administrative/secretarial/front-office personnel, domestic and catering staff, porters and maintenance staff) to professionally handle difficult calls (or interactions) involving grief and loss. Both a theoretical and experiential approach will be taken to provide training that is interactive and engaging. The importance of self-care will be reinforced.

Learning Outcomes

On completion of the workshop participants will:

  • improve communication skills and active listening techniques
  • learn strategies to sensitively interrupt, transfer or terminate difficult calls
  • learn how to respond to a crisis caller and the importance of clear pathways of support
  • understand the importance of establishing boundaries and managing caller’s expectations
  • understand the importance of self-care when dealing with challenging calls
  • understand the landscape of loss and how it may manifest in the individual

Presenter Profile

Catherine Tierney is an accredited Counsellor and Psychotherapist with a special interest in bereavement and loss (MIACP). She trained in Complicated Grief Therapy in 2021 through the Centre for Complicated Grief in the USA. She is a Clinical Development Coordinator in the Irish Hospice Foundation and oversees the Bereavement Support Line which supports anyone affected by bereavement. She provides clinical support and guidance to the Volunteers who staff this support line. She also delivers training on grief and loss. She continues to work in private practice and has been offering 1-1 therapeutic services for over 15 years. She has an MA in Counselling and Psychotherapy.

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Organised by

Irish Hospice Foundation

2024 Workshops on Loss and Bereavement

This is a series of introductory workshops on a range of topics covering loss and bereavement.

Target Audience

The workshops are targeted at professionals and volunteers who may wish to learn more about loss and bereavement and for those working with people who have experienced a major loss.

These workshops are framed relative to the HSE palliative care competence framework at level two – for people whose work increasingly sees them engaging with people facing loss, bereavement and death. Specifically, the competence dimension for grief and loss; and the competence dimension for communication are of relevance to workshop content and learning outcomes.

The framework is available here https://www.lenus.ie/handle/10147/323543

Accreditation

Professional accreditation is under application from the Nursing and Midwifery Board of Ireland. If you have other accreditation needs please contact us. A certificate of participation/attendance at the workshops is available on request.

Teaching Method

The workshops will be held online via Zoom and will include talks and interactive sessions.

Time and Duration

Full-day Workshops will run from 9.15am - 4.15pm.

Half-day Workshop will run from 9.15am - 1pm.

There will be short breaks through the day and a lunch break of 45 minutes included for full-day workshops. Registration will commence at 9.00am

BOOKING DETAILS

Participants may attend one or more workshops. Please note as places are limited early booking is advised.

Fees

€100 per full-day workshop

€60 per half-day workshop

Payment

Full payment is required at the time of online booking.

Cancellations

Cancellations up to 1 week prior to each workshop will be given a full refund minus an administration fee of €10. Thereafter no refunds will be made.

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