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Callers in crisis - skills for front line staff print version | course feedback


this course is only available in house

Course Outline

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 aim:

  • 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


Please contact us for an up to date course outline.    
Competences -