Navigating Difficult Conversations with Clients
What will this webinar cover?
Newcomers often encounter complex and challenging situations as they adjust and integrate into society. Conversations with clients about these challenges can be particularly complicated given past trauma exposure as well as cultural differences. This workshop will offer best practices for navigating these sensitive and challenging conversations with a mutually respectful and trauma-informed approach. Participants will explore effective communication strategies through case scenario examples to develop skills for engaging clients productively.
Is this webinar for me?
This webinar is designed for service providers who want to bolster their communication skills, particularly when discussing difficult topics with clients. This webinar will also be valuable for agency supervisors and organizational staff who interact with newcomers or support client-facing staff.
While not a requirement, Switchboard encourages participants to review the Switchboard guide Preventing Crises and De-escalating Difficult Situations with Newcomer Clients (2023) in advance of this training.
Why should I participate?
After participating in this 75-minute session, you will be able to:
- Recognize ongoing resettlement challenges, including employment and housing barriers, that require difficult conversations between clients and providers
- Identify key communication skills and specific phrases that help maintain supportive, respectful conversations for both clients and providers
- Apply a trauma-informed and compassionate approach to current client and service provision challenges