Customers get distressed and emotional for a variety of reasons but how you respond can make a difference to how that customer feels. This three hour workshop will assist you on how to handle distressed and emotional customers and how to handle those conversations sensitively.

Overview

Dealing with a distressed or emotional person on the phone can be difficult, especially as you cannot read their body language or assess their environment. This workshop is designed for those who would like to enhance their skills in dealing with distressed callers and handling calls sensitively.

The workshop covers key concepts of crisis counselling for non-counsellors and provides a clear model for participants to follow, and from which to practise specific skills.

You may also be interested in:

 177 Crisis Intervention - Responding to Challenging Behaviours

 192 The Mental Wealth Series

Who Will Benefit

First point of contact people such as receptionists, front-counter personnel, telephone operators and others who communicate with their customers and clients by phone. Also managers and supervisors who the customer or client may be referred to for a resolution.

Program Content

  • Basic counselling skills related to crisis intervention
  • Knowledge and ability to refer people to appropriate services
  • Guidance on how to practise active listening skills
  • A clear process to handle a challenging conversation
  • Specific skills to assist difficult or distressed callers or colleagues
  • Skills to identify callers who are at risk of suicide
  • How to end a difficult call sensitively
  • Self-care strategies for both during and after difficult calls.
Program Number
176
Duration
3 Hours
Time
Dates
    Location
    AIM WA Floreat

    * Minimum numbers are required for program to proceed

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