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 your staff with the knowledge and practical steps on improving their personal resilience.

Who is it for?

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

What’s covered?

• Why do people react the way they do?
• Identifying and exploring personal boundaries and triggers
• Practical steps to take when you are in 'the moment'
• Looking after yourself both during and after an interaction with a vulnerable customers

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