How to respond to someone in crisis.


This workshop aims to provide you with practical skills and knowledge on how to respond to distressed people who present with challenging, emotional, abusive or aggressive behaviours.

​Crisis Communication Skills (CCS) is the next level up from Accidental Counsellor and is for those who regularly interact with people who present with challenging behaviours.

Core Topics

  • Recognise, Respond, Refer model
  • Techniques for de-escalation
  • The regulating power of empathy
  • Working with anger
  • Staying present in difficult situations
  • Boundaries & Self-care

Key Messages

​* Understanding the factors that cause a person to feel distressed can help us remain non-judgemental and respond with more empathy.

​* Handling conversations with distressed people is not like having a regular conversation, it requires you to develop a range of communication skills.

​* Knowing that below the surface there are different emotions causing the anger may help us have an empathetic lens on the anger.

​* Grounding skills help keep us in the present moment and give us the best chance to be fully present in difficult conversations.


By the end of this training participants will be able to:

Apply the principles of Recognise, Respond, Refer

Demonstrate key crisis communication skills to de-escalate heightened emotions

Demonstrate professional boundaries – explaining when to involve other helpers and end a conversation.

Create a meaningful self-care plan

1 Day face to face, or

3 x 2-hour webinars

$250 per person (including GST)
Min: 10 Max: 24

Public trainings: Nurturing, comfortable and convenient venues. Tea, coffee, and catered morning tea and afternoon tea is included. 

To see available training dates go to our Upcoming Training.

For more information please call the Training & Support team on 1300 003 313 or email [email protected].

Lifeline Tasmania - working to create a resilient and suicide free Tasmania.

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