Conflict Management for COVID Conversations

Course overview

Provide participants with strategies for using a calm, factual, positive and respectful approach when managing customer conversations around COVID-Safe directives in Local Government environments.

While this course will offer guidance and strategies for managing all types of challenging customer conversations, the specific focus for this workshop is on helping Local Government Professionals manage the potential conflicts that may arise when helping residents and visitors understand current COVID-Safe access requirements to particular council services.
•   Understanding your stress response
•   Remaining customer focused: putting the person before process
•   The ELARA strategy: Engage|Listen|Acknowledge|Respect|Ask for help
•   De-escalation language: avoiding fire-starters and displaying empathy
•   De-escalation strategies: remaining calm and focused
•   Know the protocols: understand the current policies
•   Shared experiences: What you can learn from others

Suitable for:
Front line staff and leaders of front line staff.

  Download full brochure here.

Our facilitator:

Pier is an accomplished Training and Development professional and a certified emotional intelligence practitioner. She has a proven track record in transforming the mindset and skill set of teams and leaders to achieve positive outcomes. 
Pier has effectively managed award-winning frontline teams, set up training units, developed quality service, sales and leadership training packages; as well as coached and mentored staff to become effective service trainers. This has been across many cultures, regions and sectors (airline, tertiary, local government and Utility).
She has a reputation for building strong stakeholder relations as well as engaging teams to achieve individual and business goals. 

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  • Member: $150 incl. GST
  • Non-member: $200 incl. GST


More information

This program can also be run as an in house program for your council. Please contact [email protected] for pricing and further information.
For further information email [email protected] or phone (03) 9268 6400

Cancellation Policy: LGPro is a member, not for profit association and all money generated is used to develop quality professional development activities and services. Our events and programs are budgeted on a minimum number of attendees so providing us with sufficient notice regarding non-attendance is imperative to the success of all our events. Where a substitute delegate cannot be appointed, the following will apply for any cancellations:

7+ days prior the workshop: full refund and/or transfer available
6 days prior the workshop: no refund available, however substitute participants are welcome.
A substitute delegate is encouraged to attend in place of a cancellation.

All cancellations and substitutes must be received in writing by LGPro.
* Transfers to the next available program intake are subject to any applicable fee increases.

LGPro's full cancellation policy.

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