Managing Suicidal Customer Conversations

Summary.

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

A confident, compassionate and considered response during these conversations can make the individual feel visible, valued and listened to. This increases the chance of them accessing and receiving the specialist support they need.

This course covers suicide risk factors, along with empathic responses, processes to follow and practical tools. It develops skills, confidence and resilience when faced with the most difficult of conversations. We recommend this course to Financial Institutions (particularly those handling debt collections), Utilities and Telecommunication companies.

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

Who should attend?
  • Customer-facing staff
  • Claims handlers
  • Complaints handlers
  • Vulnerability Champions and leads
  • Mental Health First Aiders
  • Customer Service Team Leaders
Course Feedback.

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"The course was very insightful and I feel more confident knowing that my team who are dealing with front line calls and emails, are more equipped with the conversational tools and signposting to deal with these difficult situations."

- Leeanne S

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"I feel much more confident and informed to deal with any situation around the subjects covered. Also the content and level of information was just right and how it was delivered was excellent."

- Judith R

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"A great training session, very helpful and improved mine and my teams confidence in this subject. Knowledgeable trainer who engaged with all attendees, friendly and helpful. Will definitely recommend."

- Clare M

Course Content.

1. Understanding Suicide

  • Definition and terminology
  • Statistics and impacts
  • Risk Factors
  • Indicators

2. Responding Empathetically

  • Stopping the conversation
  • Active listening and S.H.U.S.H
  • Questions and responses
  • Responding in an emergency
  • The importance of signposting

3. Looking after yourself

  • Understanding personal needs
  • Emotional Resilience
  • Physical well-being
  • Circle of Control
  • Supporting colleagues
Course Details.

⭐⭐⭐⭐⭐ Rated 4.9/5 on Coursecheck

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

Date: Wednesday 4th December

Time: 09:00 – 12:30

Location: Virtual via Zoom

£125.00 excl. VAT per delegate

Got a question about this course? Send us a message.

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
  • Improved 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
Course Details.

⭐⭐⭐⭐⭐ Rated 4.9/5 on Coursecheck

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

Date: Wednesday 4th December

Time: 09:00 – 12:30

Location: Virtual via Zoom

£125.00 excl. VAT per delegate

Got a question about this course? Send us a message.

Request more information.