Managing Suicidal Customer Conversations

Managing Suicidal Customer Conversations

⭐⭐⭐⭐⭐ Rated 4.9/5 on Coursecheck (110 reviews)

“Course run and organised well, I like the use of the workbook and instructions sent beforehand. The course itself was delivered very well, with much knowledge and care for the delegates on the course. I have left this feeling lots more confident in talking about suicide and will raise further awareness within my authority.”

– Laura R

“Helen is the perfect person to deliver this course. With a real world understanding she’s able to not only use models and frameworks but also life experience. Extremely empathetic and understanding of everyone’s feelings. Helen is amazing and an inspiration.”

– Sam B

“Whilst the topic is difficult, I found the course very engaging and the soft skills taught will definitely help in my role. In my opinion Helen was the perfect person to deliver this content.”

– Pete K

“One of the best courses I have attended recently, good discussion groups and helpful techniques and tips. Very difficult topic but very worthwhile course and Helens delivery was spot on.”

– Maureen S

Course Summary.

A 1/2-day training course designed for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises.

The course covers a range of practical methods to build and maintain emotional resilience during and after these challenging conversations.

Attendees will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.

Course Content.
1. Understanding Suicide

1.1 Definition and terminology

1.2 Statistics and impacts

1.3 Risk Factors

1.4 Indicators

2.1 Stopping the conversation

2.2 Active listening and S.H.U.S.H

2.3 Questions and responses

2.4 Responding in an emergency

2.5 The importance of signposting

3.1 Understanding personal needs

3.2 Emotional Resilience

3.3 Physical well-being

3.4 Circle of Control

3.5 Supporting colleagues

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Benefits to your organisation.

  • In a crisis, team members can confidently and quickly identify and intervene, minimising potential harm to customers
  • Strengthened relationships with customers as team members support with timely and empathetic interventions demonstrating a commitment to the well-being of customers
  • Improve employee well-being by providing them with the tools and skills to manage sensitive conversations effectively
  • Demonstrating a commitment to mental health aligns with ESG initiatives, contributing to a positive impact on society

Learning outcomes.

  • Identify and support an individual in crisis
  • Build a toolkit of questions and responses, and know when and how to use them
  • Know how to respond in an emergency during the conversation
  • Recognise the importance of self-care after difficult conversations
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