Sensitive Conversations Toolkit
The Sensitive Conversations Toolkit is a structured, easy-to-use training resource. It equips managers, team leaders and coordinators to lead short, impactful modules with their teams.
Through real-life scenarios, staff will strengthen their ability to:
Build rapport and trust
Navigate sensitive or complex conversations
Respect clients’ diverse cultural and faith-based values
Provide trauma-aware and healing-informed care.
This toolkit builds workforce capability and supports alignment with the strengthened Aged Care Quality Standards and Statement of Rights.
Developed by: Dale Park in collaboration with the SSD Connect Alliance, United – Spanish Latin American Welfare Centre and the Migrant Resource Centre North-West Region.
Updated: 18 November 2025
Scroll down for Toolkit contents.
In this video you’ll get a clear overview of what’s in the Sensitive Conversations Toolkit and how to use it with your team.
Toolkit Contents
1) Facilitator’s Guide
Information about how to run the sessions plus a facilitator’s script.
2) Sensitive Conversations Modules PowerPoint presentation
Use the slides to run your training sessions. Includes facilitator’s script in each slide’s notes.
The PowerPoint Includes:
Module 1: Managing Risk, Reporting, and Documenting with Care
Module 2: Practising the 4 Foundations for Supportive Conversations
Module 3a: Understanding Trauma-Aware and Healing-Informed Care
Module 3b: Delivering Trauma-Aware and Healing-Informed Care
Module 3c: Mastering Culturally Responsive Communication
Module 4: Building Rapport and Trust with Older Clients
Module 5: Practising Cultural Sensitivity and Awareness
Module 6: Framing and Initiating Sensitive Conversations
Module 7: Managing Emotional Responses in Real Time
Module 8: Addressing Resistance and Reluctance with Care
Module 9: Reflecting with a Trauma-Aware and Healing-Informed Lens
3) Risk Management Pathway
At the end of each module, assess the scenario’s placement within the Risk Management Pathway.
4) Case Studies
For role playing. Choose a case study and follow the same client through Modules 4 to 9.
5) Prompt Cards
For staff to use when they’re working with older people.
6) Commitment Log Template
Participants fill in their copy after each session.
7) Resource List
Further support for you and your team.
Download all files
Download the full toolkit in a Zip Folder.
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