Resilience & Communication Strategies for Frontline Staff with Guy Newman

Option B - September morning session

In this workshop participants will be given the resilience tools to effectively deal with emotionally charged situations.  Frontline staff will be given the tools to deescalate emotions quickly and navigate challenging conversations.

Learning Outcomes

• Understanding the biological & psychological impact of stressful interactions
• Mental processes to increase resilience and lower stress
• Using the Emotions Matrix to give empathy that quickly calms people down
• How to quickly deescalate using the OUAA (Own | Understand | Align | Ask) process
• How to deliver bad news quickly and with clarity

Who should attend: 

The workshop is tailored for staff working in the front office or as personal assistants, including receptionists, office managers, bursars, and EAs.

Session details

Date:       Friday 4 September 2026

Time:      8.45am for a 9.00am start and concluding at 12.00pm

Location: 
Catholic Education Office, Conference Centre Room 6

Cost: 
$350 per participant (an invoice will be sent to your school from the CEO around 4 September 2026)                

Cancellations
Any cancellation after Friday 28 August 2026 may incur the full fee. 

For further information contact:

Juanita Lieschke, Administrator, Leadership and Workforce Development

Email:  mailto:Juanita.lieschke@cesa.catholic.edu.au

Phone:  08 8301 6885