Course Outline

Managing Difficult Conversations with Clients – Advanced Practice Session is designed to help participants build greater confidence and competence in navigating challenging client interactions. Through customized, real-world scenarios, participants will engage in guided practice sessions that reinforce a trauma-informed approach, self-regulation techniques, the L.E.A.P. framework for de-escalation, and the V.E.C.C. model for setting boundaries.

This session emphasizes psychological safety, creating a supportive learning environment where the focus is on practicing and building success—not performance or perfection. Each practice scenario is followed by a skillful debrief to encourage reflection, provide positive feedback, and deepen learning. Participants are encouraged to complete the basic course before attending.

Pre-requisite: Completion of the foundational "Managing Difficult Conversations with Clients" course is highly recommended.

Audience: Frontline staff, social workers, mental health professionals, or anyone who supports clients in challenging situations.

Trainer Bio

Joses Wong is an education specialist who currently works at the Centre for Addiction and Mental Health (CAMH), Canada’s largest teaching and research hospital. He began his career at CAMH in the dual diagnosis unit as a recreation therapist, where he utilized many de-escalation skills. During this time, he also helped facilitate the Trama Informed De-escalation and Education for Safety course for new staff working at CAMH. As a result of his facilitation skills, he ended up working in CAMH’s education department as an Education Specialist, where he runs different mental health related workshops with various organizations around Canada. In his free time, he enjoys staying active through beach volleyball, fencing, and stand up paddleboarding.