We build the skills for the conversations most people avoid.
Practical skills for responding to customers in emotional distress. Full-day workshop, face to face or online.
Half price for our next two programs. $560 per person thereafter.
Offer applies to the next two scheduled programs only. Standard price of $560 per person applies to all later programs. Price includes GST.
Who it's for: Frontline staff, call-takers and customer service teams who deal with upset, angry or distressed customers, by phone or face to face.
This program gives frontline staff the confidence to respond constructively and with empathy, and to de-escalate emotionally charged conversations. It's built on evidence, current research on the nervous system and brain, and lived experience. It covers both sides of a hard conversation: how to stay regulated yourself, and how to support the person in front of you.
Participants will learn
- The science of stress, and why the thinking brain goes offline under threat
- Self-regulation techniques to use during or after a difficult call
- How to recognise the signs of distress, including suicide risk, and your role: notice, care, connect
- A five-step reflective listening method that moves conversations from blame to problem-solving
- How to set clear boundaries and respond safely to abuse or manipulation
- How to protect against compassion fatigue and burnout
What it gives your team
- More confident, calmer frontline staff
- Fewer escalated interactions
- Clearer boundaries when customers become abusive
- Staff equipped to spot and respond to suicide risk
- Less burnout and compassion fatigue across the team
- Supports your psychosocial hazard mitigation plan
Delivery
Internal Teams
When the hard conversation is inside your organisation.
The Problem
Who it’s for
What we do
Customer-Facing Teams
When the hard conversation is with a customer.
The Problem
Who it’s for
What we do
CALM Conversations changes that. Not with awareness. With capability.
Our Programs
Managing Strong Emotions
Builds practical skills for navigating high-emotion customer interactions — de-escalation, emotional regulation, and recognising when a conversation needs a different approach.
Conversations about Change
Practical frameworks for delivering difficult news — redundancy, restructures, policy changes affecting staff or customers. For the moments that can't be scripted.
Suicide Conversations in the Workplace
Builds confidence and a clear framework for responding when a customer or colleague may be in crisis. Safe, structured and grounded in evidence.
CALM Work
An organisational program for leadership teams building emotional safety into workplace culture — not just training individuals, but embedding capability across the whole organisation.
Design the right combination for your organisation
We can help you build a multi-program approach that matches your structure, culture, and risk profile — so your teams are ready for the conversations that count.
Talk to us about a multi-program approach