As integral members of the client support team, front-line healthcare workers play a crucial role in establishing trust with clients, their families, and fellow caregivers. They are responsible for identifying individual needs and preferences, effectively relaying information, and interpreting instructions. This workshop aims to strengthen the communication abilities of support workers, enabling them to engage in positive, clear, and professional interactions with clients and caregivers. Additionally, participants will acquire valuable techniques for navigating challenging situations such as workplace conflict, gossip, and toxic environments that can erode 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

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.

Discovering effective approaches to de-escalate anxious, hostile, or challenging behavior is an essential skill for PSWs and other front-line support workers. The way an individual responds to such behavior often holds the key to diffusing it successfully. This workshop will explore conflict dynamics, how to get to the source of a problem, and help support workers develop their own personal de-escalation strategies, enabling them to handle challenging scenarios more effectively.

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
• disengage from situations and avoid taking things personally 
• feel more confident in de-escalating tense situations
• be more mindful about avoiding hostility when giving information

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.

We live, and work, in a multicultural setting. This interactive workshop encourages reflection about our experiences as members of diverse communities and workplaces and to help develop inclusive attitudes. Participants will gain a deeper appreciation for the unique perspectives and contributions of others, while discovering strategies to comprehend and fulfill shared needs for mutually beneficial outcomes. The workshop provides ample opportunities for participants to address challenges through self-reflection, engage in simulations, collaborate in small group exercises, and engage in productive large group discussions. 

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

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.

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
• how to tell the difference between need-to-know and nice-to-know information
• how to maintain client privacy when handling client information

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.

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, support workers 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!

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.

Every day, front-line healthcare workers 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.

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.

The role of PSWs and other front-line support workers is 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 your staff 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
• the benefits of involving clients in their own support, and how to do it appropriately
• approaches to bridge client needs and support plan priorities

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.

We talk a lot about “professionalism” - but what does that actually mean in the day-to-day world of a community healthcare 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 support workers.  Using real-life examples, we’ll discuss trust, attitude and accountability and uncover ways your staff 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

This workshop is typically offered as a three-hour session but if you prefer a longer or shorter duration, it can be customized to fit your organization's specific requirements.