Handling Difficult Contacts
In everyday life all of us will find ourselves having to deal
with difficult contacts from time to time. These contacts can be
extremely stressful. The course provides a practical approach to
managing difficult contacts effectively.
This course has been designed for anyone who wants to develop
their skills and confidence in dealing with emotionally challenging
situations.
Learning Outcomes
By the end of the course you will be able to:
- Use strategies to remain calm and deescalate an emotional
situation.
- Acknowledge difficult feelings
- Show that you have listened and heard what the person has to
say
- Handle difficult contacts effectively reducing the need for
line management referral
- Use support effectively
Meeting Your Needs
All Samaritans courses are prepared to meet your specific needs.
We are able to develop your programme to include sessions on such
topics as loss and bereavement, diffusing anger, suicide and self
harm awareness.
More information
For more information in the UK and ROI,
including prices and bookings, please contact:
Steve Tollerton
Tel: +44 (0)20 8394 8370
Email: s.tollerton@samaritans.org
Jonathan
Moran
Tel: +44 (0)20 8394 8374
Email: j.moran@samaritans.org
Write to us at:
Samaritans General Office, The Upper Mill,
Kingston Road, Ewell, Surrey, KT17 2AF.