Dealing With Distressed Callers

by Red Cross Training Claim Listing

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

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img Duration

3.5 Hours

Course Details

Dealing 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.

  • Manchester Branch

    British Red Cross 4 Ohio Avenue, Manchester

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