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Cemeteries & Crematoria Association of NSW - News & Updates

Accidental Counsellor, Managing Conflict & Stress Management/Burnout Prevention

30 Nov 2022 09:00
Online via Zoom
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We often navigate difficult conversations with angry customers, defensive team members, emotional co-workers and anxious stakeholders. This workshop includes 3 main areas:

  • Accidental Counselling Skills
  • Conflict Management Skills, and
  • Stress Management/Burnout Prevention.

Participants will develop confidence and tools to use when dealing with hard conversations and the ability to protect themselves from being adversely affected by other people’s behaviours.


 Accidental Counsellor and Stress Management
• Understanding the way our body and brain responds to stress – and the impact on the rational
cognitive capacity of distressed people
• The accidental counsellor skillset – active listening skills and containment strategies
• How to set up a supportive conversation that lets someone else feel listened to and empowers them
to help themselves
• How to respond to threats of self-harm or initiate the conversation when you are concerned about
someone’s safety
• How to identify the signs of burnout or vicarious trauma
• Strategies for self-care so you don’t become overwhelmed
• Developing healthy habits and making change in your own life.

Managing Conflict
• Understanding the types and causes of conflict
• Ability to analyse the context of conflict and contributing factors
• Understanding individual responses to conflict (including conflict modes, cultural differences,
personality differences)
• Knowledge of factors that escalate and complicate, and how these can be minimised
• Understanding the neurobiology of the stress response
• Development of the active listening skillset – L.E.A.R.N. to Listen
• Improving your assertive communication skills
• Learning to Manage ‘High Conflict Personalities’.



SESSION 1 - 23 November, 9am to 1pm

SESSION 2 - 30 November, 9am to 1pm

SESSION 3 - 7 December, 9am to 1pm

 • CCANSW Member: Free for the first 2 registrations from a financial CCANSW Category A member (formerly Full member).
CCANSW Member: $595 per person (for additional registrations or Category B members)
Non Members: $995 per person.




All Dates

  • 07 Dec 2022 09:00
  • 30 Nov 2022 09:00
  • 23 Nov 2022 09:00

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