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Retirement Living & Seniors Housing Program – Module 2 – Building Resilience and Understanding Others

Retirement Living & Seniors Housing settings deliver operational and managerial challenges that require skilled, adaptive, and resourceful leaders. The program explores the essential role capabilities that support effective management and the key human skills that support better communication with team members and with older people and their families.

Each workshop topic has been selected in response to feedback from specialists in the Retirement Living & Seniors Housing sector, and from participants engaging in ACCPA’s events and Member Advisory groups.

The program includes practical strategies and resources to assist manage conflicting demands. To maintain professional currency, increase and broaden your knowledge, expertise and competence, the program offers 22 Continuing Development Points (CPD).

Endorsed by ACCPA, CPD points reflect a commitment in career investment and skill currency. A certificate of your attendance, with CPD points achieved, will be provided.

Who should attend: 

Executive Managers, Operations Managers, Business Managers, Customer Engagement and Admissions Managers and Co-Ordinators.

Module 2 – Building Resilience and Understanding Others

Build resilience by understanding what motivates others, gain awareness of dementia and associated behaviours, and learn how to promote psychological safety and self-care.

Module 1 includes:

  • The Empathy Advantage: Self-awareness and Social Skills
  • Understanding Dementia
  • Psychological Safety and Self Care

For more information on each workshop, please click on the relevant button.

The Empathy Advantage: Self-awareness and Social Skills 

Facilitated by Bruce Williams

Workshop Overview:

Being able to recognise, understand and manage emotional states, both our own and other people’s, gives us real leverage when it comes to working well with others, managing stress, making effective decisions, and taking consistent meaningful action. This is the empathy advantage. A potent mix of self-awareness, self-management, social awareness, and social skills. It’s the ability to compassionately manage our own emotional profile and maintain equilibrium and confidence in the face of an often complex, uncertain and ambiguous professional or social environment.

The empathy advantage enables us to communicate more clearly and enrich relationships through honest, respectful discussion. We can approach sensitive issues with greater confidence and skill and provide the right encouragement for action and change. We can respond calmly and effectively in emotionally charged circumstances and become a more authentic leader with a genuine balance of empathy and assertiveness.

Learning Outcomes:

  • Cultivate a positive, growth-mindset
  • More successfully identify and navigate what people are feeling
  • Improve awareness of personal strengths and limitations
  • Increase self-confidence and self-acceptance
  • More comfortably let go of mistakes as learning opportunities
  • Help ourselves and others accept and embrace change
  • Develop a stronger sense of curiosity, particularly for other people
  • Deploy our empathy and concern for others in practical ways
  • Boost the quality of our listening skills
  • Better understand why we do things and how they impact other people
Understanding Dementia

Facilitated by Dementia Australia

Workshop Overview:

Retirement Living accommodation is designed for people over 55 years of age, with the majority of residents entering in their early-to-late 70s, with the average age of a resident being 81 years. It is feasible that during this time, some residents will develop a form of dementia. 

This workshop provides an overview of dementia, including signs and symptoms, causes, and an understanding of how dementia affects the brain and behaviour. You will be encouraged to reflect on your interaction with older people who may have signs and behaviours associated with dementia and ways this knowledge translates into person-centred support for people living with dementia.

Learning Outcomes:

  • Knowledge of the complexity of dementia, including prevalence, risks, types of dementia, how the brain works, and signs of dementia
  • Greater understanding of the importance of a person-centred approach to dementia support, including communication approach, choice and decision making
  • Increased knowledge of the resources and services available for support for people living with dementia

Please be advised that attendance is required for this workshop to gain the CPD points

Psychological Safety and Self Care

Facilitated by Bruce Williams

Workshop Overview:

Psychological safety is the absence of harm and/or threat to mental health and well-being that an employee might experience in the workplace. Self-care is a conscious act people take in order to promote their own physical, mental, and emotional health. Psychological safety can assist with self-care and well-being by creating a positive workplace culture that supports employees’ needs, values, and strengths. A psychologically safe workplace can foster communication and collaboration, positive role-modelling, problem solving and conflict management, safety and security, fairness, and integrity among employees. These factors can help employees feel respected and valued, empowered to perform at their best and contribute more effectively to the organisation’s goals and client service outcomes.

This workshop will introduce you to the key principles of psychological safety, why they are important, and how they promote personal wellbeing and a positive workplace experience. You will learn how a psychologically safe workplace helps you with learning and development, recognition and feedback, autonomy and flexibility, work-life balance, and feeling more confident and resilient. You will also discover simple tips and tools to help you better cope with usual stressors of life and work and improve your own personal sense of health and wellbeing.

Learning Outcomes:

  • Understand the core attributes of psychological safety, why they are important and how they contribute to personal wellbeing 
  • What does the absence of psychological safety look like? 
  • How to promote and support psychological safety
  • Actionable steps to improve self-care and personal wellbeing 

Dates & Times:  

The Empathy Advantage: Self-awareness and Social Skills

1 February 2024
11.00am – 1.00pm AEDT

Understanding Dementia

13 March 2024
1.00pm – 3.00pm AEDT

Psychological Safety and Self Care

23 April 2024
2.00pm – 4.00pm AEST


ACCPA Member:

1 – 2 people: $649.00 (GST inc) each
3 – 10 people: $579.00 (GST inc) each

Additional member discounts apply for groups of 11 and greater. Contact  for a discussion.              

Non Member: $999.00 (GST inc)

NOTE: Registration is for all three workshops in this module. Program modules can be completed in any order.
There is no requirement to complete all modules in the program.

Module 1 – Essential Tools of Management 

Learn the essential tools of management that ease the workload, embrace the freedom that planning & execution provides and explore key asset management principles and practices.

Module 3 – Service Delivery for Positive Outcomes

Deliver service excellence and memorable customer experience, manage conflict calmly and resolve disputes and complaints with confidence.

About the facilitators:

Bruce Williams

Bruce Williams loves to help people understand how other people tick so they can work together with less stress and more “yes!” With a focus on leadership, communication and team dynamics, Bruce has been delivering adult education, coaching and professional development programs for over 4 decades. He is an accomplished speaker and facilitator with an engaging and humorous presentation style.
In addition to managing his own business, Bruce is Judging Chair for the Sunshine Coast Business Awards and a part-time academic with the University of the Sunshine Coast. He is founder and spokesperson for the USC Starfish Program raising funds to support low SES students in higher education. Bruce also mentors young entrepreneurs in The DeLorean Project and Generation Innovation.

Bruce Williams

Dementia Australia

Dementia Australia is the leading national provider of dementia education. Their highly skilled team has extensive experience in a wide range of areas, facilitating learning experiences which touch, move and inspire participants to transform their practice. Informed by current research and contemporary practice, their comprehensive suite of education forms part of an integrated learning pathway incorporating both accredited and non-accredited courses delivered face to face, as well as online. Their offerings reflect over 30 years practice and leadership in the area of dementia education.

Booking Terms & Conditions 


Aged and Community Care Providers Association (ACCPA) is committed to respecting the privacy of its customers and stakeholders and adheres to the Australian Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The Australian Privacy Principles govern the way in which we collect, use, disclose, store, secure, and dispose of your Personal Information.  

A copy of the Australian Privacy Principles is available here:  

A copy of ACCPA’s Privacy Policy is available here:  

Photographs and video footage may be taken during an ACCPA event or training session for ACCPA promotional purposes including social media, publications or communications. If you do not want your image used, please advise us via writing.  

Utilising the contact details provided to ACCPA from time to time, Learning and Professional Development will send out information on upcoming training opportunities in a direct electronic message. If you do not wish to receive this information and prefer to ‘opt out’ – email  and we will remove you from our ‘waiting lists’ and ‘email communications’ database. 

Cancellations, Refunds, Substitutions and Transfers: 

ACCPA’s Learning and Professional Development (L&PD) products are delivered subject to sufficient registrations, as stipulated by available tickets against each event, and tickets can be purchased directly from the What’s On page. 

Training session viability of each advertised session is assessed one week prior to the scheduled date of delivery, when a decision is made regarding continuation or cancellation. When a training session is cancelled due to insufficient numbers or circumstances outside of the control of ACCPA, a full refund will be paid, directly to the customer who has made the initial purchase. 

A full refund is also available if a participant withdraws from a training session, 5 or more days prior to the session being delivered, on the condition, that the customer has contacted , to inform regarding their intention to withdraw. No refunds or transfers will be considered without notification prior to the commencement of a training session. Late notifications will be considered on a case-by-case basis. 

An organisation may choose to substitute a participant of a previously paid session, by emailing , 24 hours prior to the commencement of the training session. Full details of the substituted participant must be provided. 

Payment Terms 

It is a condition of registration that participants pay full payment at the time of booking via credit card or by invoicing by prior arrangement.   All payments must be finalised prior to commencement. Registrants who have outstanding payments will not be able to participate. Upon registration, a Tax Invoice will be emailed to the person making the booking.