Callers in crisis- skills for front line staff

The Training Exchange
Delivery Method: Face-to-face

This is a 1 day in-house course (we come to you).

Also currently available (online for teams).

Training will be delivered face-to-face with Covid-safety measures and clear guidance in place.

If for any reason the course cannot be delivered face-to-face, we will take a flexible and responsive approach to keep people learning by delivering the training on the same day as a live interactive online session or transferring bookings to the next available dates.

Course overview

Administrative staff and those providing telephone support and advice often the first point of contact for service users.

Grounded in best practice, this one day course develops confidence and communication skills to respond safely and appropriately to people experiencing crisis.

Course aims

To develop confidence and skills to respond to callers in crisis

Course objectives

By the end of the course participants will have had opportunities to:

  • Explore what is meant by crisis from a service user, personal and agency perspective
  • Explore the causes of service users’ distress at times of crisis
  • Reflect on individual experiences of receiving challenging calls
  • Practise skills and supportive responses to telephone callers in crisis
  • Discuss organisational issues raised and develop action plans to address them
  • Consider their own needs within a supportive environment

Maximum group size: 16 people

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