Building resilience helps us to stay safe, well and effective in our roles. To help the credit industry as it seeks to improve resilience in the workplace, we are running an public session of our new 'Building personal resilience' virtual classroom, delivered online via Zoom to help support your staff.

Developed by the Money Advice Trust’s customer experience expert Caroline Wells, this course delivered via Zoom, aims to provide staff with the practical tools needed to maintain resilience through challenging times, help staff to prepare for situations as they arise and the uncertainty customers may face as a result of potentially difficult situations.

Course outline

Aim:

The aim of this course is to provide staff with an insight into what affects their resilience and the practical steps they can take to support their own wellbeing.

Who is it for?

All frontline, customer-facing staff, management, specialist teams, back office staff and relevant suppliers.

Course Outcomes-By the end of this course, learners will be able to:

• Understand the features of good personal resilience
• Learn about the importance of managing their response to perceived threats
• Explore their own personal boundaries and triggers
• Identify their existing resilience qualities
• Learn the practical steps to take to look after themselves both during and after an interaction with a vulnerable customer

Benefits to you:

• Improve your reputation as a responsible organisation that treats staff and customers fairly
• The course is hosted online, providing you with a flexible schedule and environment to suit your staff as they can attend from anywhere
• Improve your overall workplace environment with a more resilient workforce and organisation which can result in increased productivity
• Improve your reputation as an employer who supports staff
• Reduction in staff sickness levels

Trainer: Caroline Wells

Caroline’s background has always been in customer service – and from that, she’s gained decades of experience in: dispute resolution, operational leadership, consumer vulnerability and customer experience.

Caroline runs her own consultancy business and works directly with firms and organisations across private and public sectors. Very much still involved in supporting consumers, Caroline brings her real-life, current, and very practical experience to her sessions, to share and spark conversation.