Handling calls from distressed individuals can be challenging and stressful. Call handlers may be exposed to intense emotions such as anger, frustration, sadness, or anxiety. Regularly dealing with calls of this nature can lead to emotional exhaustion, compassion fatigue, or heightened stress levels
DurationDealing With Distressed Callers
What is a Dealing with Distressed Callers course?
Handling calls from distressed individuals can be challenging and stressful. Call handlers may be exposed to intense emotions such as anger, frustration, sadness, or anxiety. Regularly dealing with calls of this nature can lead to emotional exhaustion, compassion fatigue, or heightened stress levels for call handlers.
The Dealing with Distressed Callers course can significantly benefit call centre staff or volunteers by improving their communication skills, emotional resilience, de-escalation techniques, empathy, and overall confidence.
These effective call handler skills can lead to more positive experiences for both callers and staff, resulting in improved customer satisfaction and reduced impact on staff and volunteers' own wellbeing.
This course offers a specific type of telephone helpline training aimed at those working on support lines, in insurance companies or services where people have an expectation that is potentially not going to be met.
Why choose to train with us?
For more than 35 years, Red Cross Training has been providing training to businesses. With a focus on regulated training in the first aid industry and mental health training that was developed through real-world experience and expertise, we have established an excellent reputation, delivering valuable services and training to individuals and organisations throughout the UK.
This Dealing with Distressed Callers course utilises the same framework we use to train our own teams, who through their work, are routinely supporting individuals facing hugely diverse challenges and difficult situations. This versatile framework can be utilised to support the wellbeing of your employees or team members.
Did you know:
The Red Cross has a global reputation in providing both emotional and practical support during crises.
By learning with the British Red Cross, you'll benefit from the expertise of our teams in supporting people in emotionally challenging situations.
The course content is based on the globally recognised CALMER psychosocial framework.
What you get with Red Cross Training?
We offer a wide range of first aid, mental health, and health and safety courses to suit your business needs. Our training is developed entirely by us, ensuring we provide the highest standard of training from course design to delivery.
We are the chosen first aid training provider for more than 130,000 UK customers and have a customer satisfaction rating of 99 per cent. Our team is ISO 9001: 2015 certified and we are acknowledged by the Health and Safety Executive (HSE) as a standard setter for First aid at work training.
What we do
Our mission is to provide businesses, managers and individuals across the UK with the confidence and skills to keep people safe in the workplace. Our first aid training supports the British Red Cross’ aim to save lives, prevent and reduce suffering, and increase the wellbeing and resilience of people across the UK.
We provide expert, quality training in first aid, mental health and health and safety to suit individual and group learners across the UK, to help raise awareness of the importance of first aid skills and knowledge. Our aim is for everyone to be able to help when faced with an emergency.
Our history
Red Cross Training was set up in 1984 to provide first aid training to both workplaces and members of the public. As a trusted name and co-authors of the First Aid Manual, we fast became a leading provider of first aid knowledge and skills. Red Cross Training now operates within the wider British Red Cross, providing first aid, mental health at work, and health and safety training to thousands of companies across the UK.
All operating surplus from our training goes into the British Red Cross' Charity Fund, which is used in many ways to create the greatest possible impact for people in crisis – whoever and wherever they are. By choosing us to provide your training, you not only learn life-saving skills which could help you respond to an emergency, but you will also be helping us to achieve our vision of a world where everyone gets the help they need in a crisis.
Intrapersonal conflict can be destructive, as it’s the internal conflict within yourself that can prevent you from having a healthy and happy outlook on life and positive relationships with those around you.
Dealing with difficult people or situations can be the most challenging aspect owners and managers need to handle. Often these are put in the ‘too hard to do pile’ and managers may put off the conversations they know they need to have.
This comprehensive one day course helps build confidence, awareness and communication skills. At the end of this course individuals will have increased knowledge on how to use these skills to work safely, confidently and effectively within difficult or conflict situations
We offer a flexible approach in delivering training ensuring all individuals and businesses are receiving training at the appropriate pace and timescale to suit. We work with many companies within Gloucestershire and throughout England. See what they have to say about us:
Conflict management training explains a range of tried and tested techniques that help staff manage conflict in the workplace.
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