Handling Difficult Contacts
I found the session on
ending calls most helpful; I always have a problem doing
this”
Public Services Ombudsman for Wales
All of us have encountered difficult contacts with
colleagues, customers and service users. Some employees are
required to deal with difficult contacts on a regular basis, which
can be stressful and emotionally challenging.
Cancer Research UK, British Red Cross,
Primary Care Trusts, and Insurance Companies are just some of the
organisations who recognised their staffs’ training needs in this
area and benefited from Samaritans training.
It was the best training
course I have attended."
Consumer Focus
I have attended lots of
training sessions in different environments, but this course stood
out – excellent”
Department of Health
The 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:
- Acknowledge difficult feelings and circumstances
- Show that you have listened and understood
- Use strategies to de-escalate an emotional situation
- End contacts sensitively and professionally
Upcoming Handling Difficult Contacts - Open Courses
If you wish to attend a course in Handling Difficult Contacts as
an individual rather than as part of a team, you might find our
Open Courses of interest. Click here for
more information and dates
Meeting Your Needs
Our qualified training
professionals are experienced in delivering training across all
types of organisations and our courses, including our award winning
multi-media training solutions, are designed to appeal to different
learning styles and feature interactive exercises throughout.
Samaritans training courses
are accredited by the Open College Network. Our trainers will agree
a programme to ensure it meets your needs and the training will be
delivered at your chosen place of work, saving you and your staff
time and money.
Discounts are available for multiple bookings and charities are
offered a reduced rate.
Contact Details
For more information simply
email your enquiry to externaltraining@samaritans.org or
call +44 (0)20 8394 8372 to discuss your requirements.