Supporting Customers with poor Mental Health Online

• For colleagues who are delivering services to customers

• Equip your staff with the skills and confidence to provide high quality service to customers experiencing poor mental health

• In addition to supporting your own health and wellbeing when working with those with fluctuating levels of mental health.

Course Summary

This course provides a broad introduction to the topics of mental health, mental wellbeing and stress and how to adapt the services you deliver for customers displaying signs of poor mental health.

We begin by considering the signs and symptoms of a range of mental health conditions and the main effects of stress; and how to spot these signs in our interactions with customers.

We then take a look at why people with mental health issues might find using the company’s services challenging as well as obtaining employment. We cover how to deal sensitively and effectively with customers who become vulnerable or challenging due to their mental health; before finishing with an overview of support services for mental health.

The topics are explored using a variety of group and individual activities to ensure delegates understand the content fully and can change their practice as a result.

Key topics

• Signs and symptoms of a range of mental health conditions

• Main effects of stress on individuals

• Signs you might notice that a customer is experiencing mental health issues or acute

stress in person and on the telephone

• Why customers with mental health conditions might find services challenging

• How to handle customers at risk or who are challenging due to their mental health

• Support services available to Advisors and customers.

Structure of learning

It typically takes 5 hours for a learner to complete the course.

This is structured for the learner in the following way:

• Live session one – 2hr 30min

• Live session Two – 2hr 30min

Timeframe of learning

For completion of the course, please ensure you attend each of the below live sessions.

Live Session 1: 14th March 2024 (09:30 - 12:00)

Live Session 2: 15th March 2024 (09:30 - 12:00)

Requirements for the best learning experience

This facilitated learning is delivered in an interactive online method therefore please ensure you have access to the following:

Laptop or PC with internet connection
Webcam and microphone capabilities
Zoom video conferencing*

*Zoom App gives full functionality so provides the best possible learning experience including:

Break out activities in small groups
Interactive whiteboard usage
Online access to supporting resources such as handout, in course manuals and supporting documentation – where applicable
The best possible live interactive activity and discussion lead learning
Facilitated by one of our qualified Disability Training & Consultancy Specialists

Once you register:

• You will receive a course confirmation welcome email and then 2 weeks before the start date, comprehensive joining instructions detailing how to successfully complete the course from start to finish will be sent through via email.

• Please let your instructor know if you have any additional learning needs or if we can support your learning further.

Wanting to book for your team? Visit our group bookings page: https://healthmanagement.co.uk/product/mental-health-and-wellbeing-in-customer-service-roles/

These are the current dates available but if you are unable to attend and would like to be advised of future scheduled dates then please send an email to training@healthmanltd.com

Supporting customers with poor Mental Health Online

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