1-DAY Accidental Counsellor

Receptionist and front counter employees are often at the frontline and first contact with a client. If that contact presents as aggressive, angry, or upset sometimes it’s not easy to find a response to diffuse or sooth a situation. The Accidental Counsellor skills-based workshop equips staff how to handle difficult scenarios and provides a helpful, appropriate response. Participants learn how to take a calm and safe approach, while conveying empathy and encouraging cooperation. It will assist your staff to de-escalate an otherwise challenging situation or potential crisis. This workshop is ideal for counter staff, frontline workers, receptionists, telephone operators, support workers and members of the public.

This course will engage you with captivating videos, audios, theories, and a 24-page workbook filled with practical information and exercises to consolidate your key learnings.

You will learn how to help someone identify their strengths, that assist them to manage their problems better, and easier. You will learn how to reframe their thinking to give them a different perspective on something that previously painted a negative picture.

What You Will Learn

Basic counselling skills

How to become a good listener

Resolving emotional situations

Know our own triggers

How not to take things personally

Recognising common communication blockers

How to handle difficult callers or conversations

How to handle difficult callers or conversations

An overview on mental illness

An awareness of self-harm and suicide

How to take care of yourself in the face of difficult work

Why professional boundaries are important

The power of Mindfulness

This workshop is being delivered by a qualified counsellor with many years experience working on a crisis line and training staff and volunteers at Lifeline and in the community services sector.

Learning Outcomes

Be familiar with basic communication skills and how to use them.

Understand the counselling process.

Develop strategies for dealing with people in crisis.

Learn the difference between aggressive, passive and assertive behaviours.

Know how and when to refer somebody who needs professional support.

Gain an overview of mental health and wellbeing as well as mental illness.

Recognise the need for self-care and develop ways of looking after yourself and others.

Book Accidental Counsellor Training

Learn what to do and say if you find yourself in the position of accidental counsellor.


Hear from people who have participated in our in-person and online suicide prevention training.

big stars
Loved the session today. Very knowledgeable, and interesting. Awesome!
Accidental Counsellor
Calm Conversations Can Save Lives
big stars
This has been the best training I have attended and recommend this to everyone.
Accidental Counsellor
Calm Conversations Can Save Lives
big stars
Even though I already have a Diploma in Counselling it gave me more information in such a way to explain and fill in the gaps. Very informative!
Accidental Counsellor
Calm Conversations Can Save Lives

Looking For Something Else?

If you can’t make these dates or you’d like to enquire about a personalised workshop, visit our enquiry page to send our team a message.

Suicide Prevention and Intervention Training