Upcoming First-Up – client response training for administration staff

Administration staff are often the first people that service users have contact with at your organisation. If they are angry, upset, anxious or erratic in their behaviour, this can be very challenging for administration staff. This workshop equips and supports administration workers in their role of being ‘first-up’ for service users who present in person at reception or over the phone. Participants consider how to interact calmly and safely in responding to people who are presenting in a state of crisis, including how to convey empathy while encouraging de-escalation. This is a workshop for all administration workers who may be ‘first-up’ in responding helpfully in difficult situations or helping to deescalate potential crises.

Who should attend?

Administration workers in human service agencies who have direct ‘front counter’ or telephone contact with clients and members of the public.