Handling Difficult Calls or Interactions for First-line Staff

  • 17/05/2024
  • Online

Bereavement Workshop with Irish Hospice Foundation


This workshop will support non-clinical staff (e.g. administrative/secretarial/front-office personnel, domestic and catering staff, porters and maintenance staff) to professionally handle difficult calls (or interactions) involving grief and loss. Both a theoretical and experiential approach will be taken to provide training that is interactive and engaging. The importance of self-care will be reinforced.

Date: Fri, 17 May 2024
Time: 09:15 – 16:15 GMT

Learning Outcomes

On completion of the workshop participants will:

  • improve communication skills and active listening techniques
  • learn strategies to sensitively interrupt, transfer or terminate difficult calls
  • learn how to respond to a crisis caller and the importance of clear pathways of support
  • understand the importance of establishing boundaries and managing caller’s expectations
  • understand the importance of self-care when dealing with challenging calls
  • understand the landscape of loss and how it may manifest in the individual

Presenter Profile

Catherine Tierney is an accredited Counsellor and Psychotherapist with a special interest in bereavement and loss (MIACP). She trained in Complicated Grief Therapy in 2021 through the Centre for Complicated Grief in the USA. She is a Clinical Development Coordinator in the Irish Hospice Foundation and oversees the Bereavement Support Line which supports anyone affected by bereavement. She provides clinical support and guidance to the Volunteers who staff this support line. She also delivers training on grief and loss. She continues to work in private practice and has been offering 1-1 therapeutic services for over 15 years. She has an MA in Counselling and Psychotherapy.

To register for this event, please do so on Irish Hospice Foundation’s website or their Eventbrite.

  • Time : 9:15 am - 4:15 pm (UTC+1)

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