Supporting Callers In Moments Of Crisis Course
Why should your call handlers, and team managers attend our supporting callers in moments of crisis course?
It is vital that all organisations can fulfil their duty of care for customers and for their own staff, and that they prepare call handlers for the most difficult and distressing calls. This is why our supporting callers in moments of crisis training should be mandatory training for all businesses
What Our Clients Say:
The training was not what I expected, but certainly not in a bad way! It was much more than I expected and was very insightful! Exceeded expectations.
Absolutely brilliant!
I believe its one of the best courses I have attended/ undertaken
I have been taking calls of this nature for over a decade in previous jobs and am confident doing so, and I learned so much more about the nature of these situations during this training. I feel so much more grounded in my understanding.
Interesting and informative. Role play was more realistic of what could happen -pausing the role play and exploring how the staff member felt was beneficial. In ‘real life’, you don’t get a chance to think through your actions.
I am not often a fan of role play but in this setting and for the purpose of the training it was exactly what was needed to really hit home and generate true thought.
I thought Andy was highly personable, kind and was great at putting people at ease to allow them to feel comfortable in opening up and engaging in the session. Some of the subject matter was emotive but he navigated this was exceptional experience and allowed sufficient time for the group to think and ask questions.
Do your Call Handling Teams, experience the type of calls as shown in the video below?
Aims of the supporting callers in moments of crisis course
This course can be delivered on site or virtually, and will increase staff skills and confidence in:
- Responding to customers in moments of crisis. These moments include customers facing financial worries, moments of anxiety and overwhelming stress due to life events such as bereavement, mental health issues, and despair due to job loss and fear of homelessnes. This course also includes support for customers who experience suicidal thoughts.
- Looking after their own wellbeing after taking distressing and difficult calls
Expected Outcomes
Average skills & confidence of teams prior to training: 4.8
Average skills & confidence of teams 3 months after the training: 9
The above is based on data received from our clients
About The Trainer
Andy has 25 years of experience, working on mental wellbeing, inclusion and behaviour change with people in many different circumstances: young people in schools and pupil referral units, prisoners and officers in the criminal justice system and teams across many organisations in the public, private and third sectors. He uses his specialism in drama-based and active learning to explore human interaction and how to create positive outcomes.
Your team’s development is in very safe hands.
Learn from Andy, why this course is so important and why Real-Play is more effective than Role-Play!
Supporting Callers In Moments Of Crisis Course Overview
The course has 3 elements:
- Before a call – the customer
Understanding the experiences of people who may call in crisis
- During a call – you and the customer
Exploring the interaction and how to support a caller in crisis
- After a call – you
Developing simple ways to safeguard staff wellbeing following a high-impact call
Course Content
The course is adjusted to align with your Policies and Guidance, ensuring that it reinforces your values and learning objectives. Typically, it includes:
- A framework for understanding mental health issues
- Understanding suicide and self-harm
- Responding to crisis expressed in anger
- Responding to crisis expressed in suicidal thoughts
- Understanding your own readiness / confidence levels and knowing when and how to seek support
- Signposting for callers in crisis
- When to use company protocols for vulnerable customers and involve emergency services
- Awareness of your own assumptions and biases and how to minimise their impact on your response to callers
- Appreciating the physical and emotional impact on your own wellbeing and how to safeguard yourself following a call
Course Delivery
The course can be delivered on site or virtually and is designed to maximise participant engagement and learning whilst managing the emotional impact of the subject matter. It uses active and drama-based methods to enable learners to explore the issues in a safe and stimulating environment.
See more about the trainer’s use of Real Play via this video
After The Course
Participants will have access to full online support materials, including video tutorials and further reading.
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
