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We ask delegates on our courses what they have found useful and why.

Here are some of the responses from the Callers in crisis - skills for front line staff course.


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  • Learning the skills I need to deal with difficult callers.† To show empathy, to be honest with the caller about how I can help.† I found it useful to try and look at it through a service userís eyes.† I feel more confident after having been reassured that what I have been doing so far is good.
  • It was reassuring that we all share the same problems and solutions were able to be discussed.† My time management on calls will now improve.† Excellent course.
  • The whole day was useful.† Particularly interesting/thought provoking was the letter from the lady who self harmed.† The trainer paced the day very well and also made the group feel very comfortable.† She was particularly well informed and relayed this knowledge/experience very well.
  • Everything was useful. Will make me more aware when using the phone and dealing with service users. The trainer was great fun and made the day very informative and relaxed.
  • It was all helpful. The open discussions and being made to feel at ease. Gave the team more confidence in taking new calls. A very well managed and run course and most of all enjoyable.