Callers in crisis- skills for front line staff

The Training Exchange
Delivery Method: Virtual

This is a 1/2 day course online (for individuals).

Also currently available (online for teams).


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:

  • Take time to reflect on the current and changing situation that participants find themselves in, and consider their own wellbeing in a supportive environment
  • Connect with colleagues about the current picture for the people they are supporting who may be experiencing distress
  • Learn about some of the underlying causes of mental health distress, and how to respond to distress helpfully
  • Consider how communication works, learn the basic requirements for good listening, and how these responses translate to support offered remotely by telephone (with reference to text, email, webchat and video)

Maximum group size: 16 people

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Bookable Dates

5th Nov 2024 (09:30)
Online delivery
7/12 places left

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