D8: Managing Conflict with Angry Clients: Foundational Skills for Front-line Staff (Offered again on Friday morning E8)
This workshop is designed for front-line staff who want to improve their ability to handle conflicts with angry clients. Participants will be introduced to concepts, skills and techniques to help them manage tense situations, set boundaries and resolve conflicts effectively. Participants will learn:
- The dynamics of anger and conflict escalation
- Strategies to remain calm in conflict situations
- The concept of needs based or win/win problem solving
- De-escalation skills and techniques
- How to set boundaries effectively and respectfully.
CRS workshops are participatory, interactive, and tailored to participant needs. We teach our approach to conflict resolution through short presentations, discussions, exercises, role-plays and skills practice.
Claire Huang Kinsley has been a mediator and trainer with St. Stephen’s Conflict Resolution Service since 2003. During this time, she has facilitated workshops for a number of settlement organizations in the Greater Toronto Area. Claire also brings over fifteen years of experience using conflict resolution skills in her role as a front-line worker in community services.
Claire would be accompanied by Siobheann Leahy, CRS Associate.
