Managing Suicidal Customer Conversations

Helen Pettifer Trainingspecialises in raising awareness and standards in Customer Service practices. My passion for customer service excellence is powered because I’ve seen the positive effects it has on customers, staff and company reputations.

Helen Pettifer Training

Online training course to increase awareness and understanding of managing distressing and suicidal conversations with customers

Having difficult and serious customer conversations can be upsetting for all concerned.How we respond during these conversations can make a difference to the individual feeling visible, valued and listened to as well as potentially accessing and receiving the specialist support they need. Put simply, it can make a difference between life and death.This half-day virtual training course is ideal for anyone handling customer conversations on a regular basis, especially when the subject of suicide arises. The course also covers how to build and maintain personal mental and emotional resilience during and after these conversations.Delegates will have the opportunity to reflect, share good practice and participate in course activities and case study discussions. Each delegate will leave with a plan of action to put into practice in their role.Learning Objectives<ul><li>By the end of this session delegates will be able to:Understand the importance and role of listening and responding empathetically</li><li>Build a toolkit of questions and responses and know when and how to use them</li><li>Know how to respond in an emergency during the conversation</li><li>Recognise the signs of personal emotional and mental fatigue</li><li>Identify a range of practical steps to build resilience</li><li>Apply the knowledge gained from the course to better support customers during distressing conversations </li></ul>Course Content<ul><li>Understanding suicide</li><li>Risk Factors and indicators</li><li>Responding vs reacting</li><li>3 elements of empathetic communication</li><li>Responding in an emergency</li><li>The importance of signposting</li><li>Looking after yourself and building resilience</li></ul>Please Note: This can be an incredibly sensitive and upsetting subject to talk about. It is important to remember that delegates attending this course may need an opportunity to quietly reflect or talk to someone they trust following the course. Additional course informationThis course will be delivered via Zoom.

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Managing Suicidal Customer Conversations

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Managing Suicidal Customer Conversations

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