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The Sensitive Conversations Toolkit equips managers and team leaders to run short, practical sessions with their teams - using real-life scenarios.

Staff will strengthen their ability to:

• Build rapport and trust
• Navigate sensitive or complex conversations
• Respect cultural and faith‑based values
• Provide trauma‑aware and healing‑informed care

The toolkit aligns with the strengthened Aged Care Quality Standards and Statement of Rights.

The toolkit has been developed by our Sector Support and Development colleagues in Victoria, and aims to enhance the ability of aged care workers to engage in culturally appropriate and sensitive conversations with older clients. Through practical, scenario-based training, participants learn by actively practising skills such as building rapport, navigating complex conversations, and respecting clients’ diverse cultural and faith-based values and preferences. The training focuses on developing confidence and competence in real-world interactions, ensuring participants are prepared to address sensitive topics while maintaining respect, dignity, and choice. Developing the capability to engage in these conversations is a critical component of the strengthened Aged Care Quality Standards. These standards highlight the importance of person-centred care and inclusive practices to ensure clients feel supported, respected, and empowered in their care journey.

The toolkit provides you with nine learning modules, a facilitator guide and script, a risk management pathway, prompt cards, case studies, a commitment log template and resource list.

Sensitive Conversations Toolkit