Communication and Service Excellence
Any of these sessions may be extended or blended with another topic to provide a 6-hour, or longer, workshop
Making Communication Work: Essential Skills for Front-Line Staff
3-hour workshop
PSWs communicate every day—and with every client. As a member of the client’s support team, they have a key role to play in building a trusting relationship with clients, family and peer caregivers, identifying needs and preferences, as well as relaying information and interpreting instructions. This workshop will focus on enhancing the skills of support workers to communicate positively, clearly and professionally with clients and caregivers. It will also provide techniques to deal with challenging situations where workplace conflict, gossip and toxicity damage trust.
This in-service workshop will help your staff:
3-hour workshop
PSWs communicate every day—and with every client. As a member of the client’s support team, they have a key role to play in building a trusting relationship with clients, family and peer caregivers, identifying needs and preferences, as well as relaying information and interpreting instructions. This workshop will focus on enhancing the skills of support workers to communicate positively, clearly and professionally with clients and caregivers. It will also provide techniques to deal with challenging situations where workplace conflict, gossip and toxicity damage trust.
This in-service workshop will help your staff:
- be better able to apply person-centred conversation techniques and tools to allow them to really connect with clients and caregivers
- be more likely to get their message across clearly
- more effectively resolve challenges with clients and peers
- better manage the workplace grapevine
Strategies to Manage Difficult Conversations and Conflict More Effectively
3-hour workshop
What really works when it comes to de-escalating anxious, hostile, or challenging behaviour? Often, how an individual responds to the behaviour is the key to defusing it. In this workshop, PSWs will learn about the dynamics of conflict, understand how to get to the source of a problem, and develop their own personal de-escalation strategies that will allow them to ‘step out’ of situations and not take things personally.
This in-service workshop will help your staff:
3-hour workshop
What really works when it comes to de-escalating anxious, hostile, or challenging behaviour? Often, how an individual responds to the behaviour is the key to defusing it. In this workshop, PSWs will learn about the dynamics of conflict, understand how to get to the source of a problem, and develop their own personal de-escalation strategies that will allow them to ‘step out’ of situations and not take things personally.
This in-service workshop will help your staff:
- to be better prepared to approach challenging behaviours by staying calm, managing their responses, and setting limits and boundaries
- to try to generate win-win situations
- to have strategies that will help them de-escalate tense situations
- be more mindful about avoiding hostility when giving information
Intercultural Communication
3-hour workshop
We live, and work, in a multicultural setting. Unfortunately, differences among us may lead to miscommunication and conflict. This interactive workshop encourages reflection about our experiences as members of diverse communities and workplaces and to help develop inclusive attitudes. Participants learn to appreciate what others bring to the table, while identifying ways to understand and meet mutual needs to attain a win-win outcome. Participants have the opportunity to practice skills, identify and overcome challenges through self-reflection, simulations, small group exercises and large group discussion.
This workshop will help your staff:
3-hour workshop
We live, and work, in a multicultural setting. Unfortunately, differences among us may lead to miscommunication and conflict. This interactive workshop encourages reflection about our experiences as members of diverse communities and workplaces and to help develop inclusive attitudes. Participants learn to appreciate what others bring to the table, while identifying ways to understand and meet mutual needs to attain a win-win outcome. Participants have the opportunity to practice skills, identify and overcome challenges through self-reflection, simulations, small group exercises and large group discussion.
This workshop will help your staff:
- relate the concept of personal culture to themselves—and to others
- reflect on their experiences stemming from social and cultural identities
- understand how cultural dynamics impact behaviour, communication and conflict styles
- examine how stereotypes and prejudice begin and are reinforced
- better understand and use inclusive approaches
Documentation Basics
3-hour workshop
If it’s not written down, it doesn’t exist. Clear, appropriate documentation, properly kept, ensures your clients get the service they require in an effective manner. It can also save your organization time, money and in some cases – embarrassment.
This workshop will help your staff understand:
3-hour workshop
If it’s not written down, it doesn’t exist. Clear, appropriate documentation, properly kept, ensures your clients get the service they require in an effective manner. It can also save your organization time, money and in some cases – embarrassment.
This workshop will help your staff understand:
- what a client record should contain (and what it should not contain!)
- steps to documentation that are clear and easy to understand
- sector standards and guidelines for documentation
- how to tell the difference between need-to-know and nice-to-know information
- how to maintain client privacy when handling client information
Building Successful Boundaries with Clients
3-hour workshop
It's sometimes difficult to say 'no' to a client, or to know where to draw the line between professional and personal relationships - particularly when those relationships span years. Through concrete examples, discussion and case scenarios, PSWs will identify common sources of boundary challenges. We’ll cover why it is in the client's, the organization's and their own best interest to set and maintain professional boundaries—and how to do that while maintaining a positive relationship.
This workshop will help your staff understand:
3-hour workshop
It's sometimes difficult to say 'no' to a client, or to know where to draw the line between professional and personal relationships - particularly when those relationships span years. Through concrete examples, discussion and case scenarios, PSWs will identify common sources of boundary challenges. We’ll cover why it is in the client's, the organization's and their own best interest to set and maintain professional boundaries—and how to do that while maintaining a positive relationship.
This workshop will help your staff understand:
- the challenges to boundaries posed by ongoing support
- the impact of work settings and employer policy on boundaries
- boundary challenges and the “head and heart” forces that shape how we respond to them
- the risks in crossing boundaries
- effective boundary setting and communication of boundaries and ways communicating them!
Critical Thinking for PSWs
3-hour workshop
Every day, PSWs are faced with numerous situations that require a variety of thinking skills. This workshop will help your staff to build their own skills to analyze situations objectively, weigh various options, identify problems and find workable means to address them within the scope of their role.
This workshop will help your staff to:
3-hour workshop
Every day, PSWs are faced with numerous situations that require a variety of thinking skills. This workshop will help your staff to build their own skills to analyze situations objectively, weigh various options, identify problems and find workable means to address them within the scope of their role.
This workshop will help your staff to:
- understand the concept of critical thinking and why it is so important in providing quality care.
- be better able to apply a critical thinking approach to everyday life events and to their role supporting clients.
- be better able to identify significant issues and communicate effectively when figuring out solutions.
- feel more confident problem solving situations on their own, and recognize when it’s time to ask for help.
Client-Centred Support Skills for Frontline Staff
3-hour workshop
The PSW role is unique and fundamental to excellent client support, and one that requires the ability to balance client needs with a list of tasks on a service plan. This interactive workshop will help PSWs better assess what really matters to their clients, tailor support to the client’s preferences and bridge these needs with the tasks they’re there to do. They’ll also explore how to communicate their client’s preferences, and their own expertise, to others.
This workshop will help your staff understand:
3-hour workshop
The PSW role is unique and fundamental to excellent client support, and one that requires the ability to balance client needs with a list of tasks on a service plan. This interactive workshop will help PSWs better assess what really matters to their clients, tailor support to the client’s preferences and bridge these needs with the tasks they’re there to do. They’ll also explore how to communicate their client’s preferences, and their own expertise, to others.
This workshop will help your staff understand:
- what quality client support is…and isn’t.
- the benefits of involving clients in their own support, and how to do it appropriately
- approaches to bridge client needs and support plan priorities
Attitude and Accountability: Professionalism on the Front Line
3-hour workshop
We talk a lot about “professionalism” - but what does that actually mean in the day-to-day world of a Personal Support Worker? It’s a lot more than just dressing nicely and being polite!
In this workshop, we’ll discuss the concept of professionalism and what it asks of PSWs. Using real-life examples, we’ll discuss trust, attitude and accountability and uncover ways PSWs can demonstrate their commitment to service excellence.
This workshop will help your staff understand:
3-hour workshop
We talk a lot about “professionalism” - but what does that actually mean in the day-to-day world of a Personal Support Worker? It’s a lot more than just dressing nicely and being polite!
In this workshop, we’ll discuss the concept of professionalism and what it asks of PSWs. Using real-life examples, we’ll discuss trust, attitude and accountability and uncover ways PSWs can demonstrate their commitment to service excellence.
This workshop will help your staff understand:
- the core concepts of accountability, reliability and integrity
- the importance of attitude and demeanor
- essential interpersonal and communication skills
- concepts of privacy and confidentiality
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Connect with us by phone, email or request an online quote:
info@capacitybuilders.ca 416-256-3010 ext. 229 1-800-267-6272 ext. 229 Request a Quote |
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