Communication & Peer Support

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Accidental Counsellor Training

Outcome: Participants are provided with basic skills to support someone in emotional crisis by learning how to recognise, respond and refer to an appropriate service.

Session: Blended training model comprising:

Two hours e-learning
Four hour face-to-face session with a qualified Lifeline trainer.

The course will be tailored to the specific needs of participants. 

Resources: Participant workbook, e-learning

Overview: Accidental Counsellor is an emotional crisis awareness training program designed to provide participants with some knowledge and skills, to:

Recognise:

  • What is a crisis?
  • Mental health problems
  • Substance use
  • Loss and grief
  • Traunma
  • Relationship issues
  • Stress (including workplace stress)
  • Appropriate resources.

Respond:

  • Interacting with people in crisis
  • Appropriate language and terminology
  • How to listen and support including the skills of:
    • Active listening
    • Summarising
    • Open and closed questioning
  • Check safety, including asking about suicide

Refer:

  • Appropriate referrals
  • How to make a referral.

Self-care:

Tips and tools for self-care when supporting someone who is experiencing an emotional crisis. There is also a module on self-care to ensure that participants take responsibility for their own wellbeing. 

Despite the name of this course, please be aware that this course is not intended to train you to be a counsellor or provide ongoing support. You will not receive any counselling qualification at the end of this training.

The training is delivered by qualified, experienced Lifeline trainers. Participants receive a Statement of Attendance at completion of the course. 

For more information please email: lifeline.training@uccommunity.org.au

 

Handling Challenging Calls and Behaviours Training

Outcome: Participants learn skills to respond appropriately to people who are distressed, upset or aggressive. Skills can be used for telephone or face-to-face contacts.

Session: Four hour face-to-face session with a qualified Lifeline trainer. The course will be tailored to the specific needs of participants.

Resources: Participant workbook

Overview: It is understood that the primary beneficiaries of this program would be workers (often telephone workers) in public contact roles. These workers are responding to people who are sometimes quite distressed and may either become angry and aggressive or talk about the possibility of suicide or homicide.

The training is delivered by qualified, experienced Lifeline trainers. Participants receive a Statement of Attendance at completion of the course.

Topics covered:

  • Workers’ experiences
  • The distressed client
  • Vantage points within a difficult situation
  • Communication skills
  • Roadblocks to communication
  • Problem solving skills
  • Role clarification to help set boundaries
  • Risk assessment

Key focus and elements:

This training will:

  • provide participants with an opportunity to talk about some of their experiences with these difficult and often stressful interactions and discover effective ways of responding.
  • provide a clear outline to participants of what would and would not be addressed in the seminar.
  • ensure that there is a balance between offering opportunities for participation, providing knowledge and background, and providing skills practice.
  • provide background information and skills relevant to managing challenging situations face to face or over the phone, in a way which:
    • maintains an appropriate level of client service
    • respects role boundaries and
    • is safe and appropriate for the workers themselves.

For more information please email: lifeline.training@uccommunity.org.au

 

Peer Skills

www.uccommunity.org.au/peer-skills

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