Callers in crisis - skills for front line staff
Develop your confidence and telephone communication skills to respond to people experiencing Mental Health crisis.
This is a 1 day in-house course (we come to you).
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.
Also currently available (online for teams).
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:
- 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
Venue info:
In-house courses (we come to you)
We would ask you to arrange a suitable venue and refreshments for the training. Contact us for more information.
Trainer: Sal Ball
"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 user’s eyes. I feel more confident after having been reassured that what I have been doing so far is good."
"My time management on calls will now improve. It was reassuring that we all share the same problems and solutions were able to be discussed. Excellent course.
"The trainer paced the day very well and also made the group feel very comfortable. The whole day was useful. Particularly interesting/thought provoking was the letter from the lady who self-harmed. 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.
