Managing Difficult Phone Calls
Oct 28, 2026 @ 1:00 PM
Category a - 1 cec

Session Summary:

Handling difficult phone interactions is challenging, especially if the caller is in a heightened emotional state. For many, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This webinar is designed to provide practical strategies for dealing with clients and customers who are in a heightened emotional state over the phone. Participants will learn over-the-phone techniques for de-escalating anger, resolving conflict, and communicating effectively.

Presenter: Allison Grodinsky
Allison is a Registered Social Worker with extensive experience in mental health. She holds a Master of Social Work and currently runs a small private practice where she supports clients facing anxiety, emotional dysregulation, life transitions, chronic illness, and burnout. Allison employs a bio-psycho-social approach and is passionate about helping individuals rediscover their inherent resilience.

New Tissue Recovery, Reconstruction Techniques, Operational Timelines, and Family Care
Nov 25, 2026 @ 1:00 PM
Category a - 1 cec

Session Summary:
This professional development session will provide a technical and operational roadmap for the funeral sector as tissue recovery protocols continue to evolve. Attendees will examine recent and upcoming developments in tissue removal, reconstruction techniques and informed family care.

Presenter: Trillium Gift of Life Network & Dodge Canada