Course: Conversations with vulnerable people

This course will provide staff with the skills to build rapport with a vulnerable customers or colleagues. It will equip staff with the skills and confidence to handle challenging or emotional conversations in a sensitive and professional way.

It's given tools, new learning and skills to enable us as a business to deal with vulnerable customers in the right way
Shop Direct Group Financial Services

Course topics:

  • Recognising vulnerable people
  • Assessing the Emotional Health Scale
  • Using effective listening tools and techniques to acknowledge difficult feelings and circumstances
  • Showing you have listened and understood
  • Using strategies to de-escalate difficult circumstances and emotions
  • Ending conversations effectively
  • Signing post people to support

Really impressive delivery style, I found the course interesting and constructive – made me question my personal style and approach.
Prison and Probation Ombudsman

Useful course information:

  • Our courses are delivered at your venue nationwide 
  • We can accomodate up to 20 delegates
  • Our standard programmes are one-day courses (10am – 4pm)
  • We tailor each course by using case studies from your organisation to make sure that skills practices are realistic and relevant to the delegate’s role

Related information