Call Handling with Empathy at Work

The CPD-accredited Call Handling with Empathy at Work course is ideal for those looking to improve their call handling skills, emotional resilience, de-escalation techniques, empathy, and overall confidence while supporting emotionally destressed callers.

Book a Call Handling with Empathy at Work course today

Choose the training you require accordingly with trainer-led learning available both in person at a venue or via our virtual learning options, as well as convenient online (e-learning) courses.

  • Circle image From £800 (Ex. VAT) per group of 6-24 learners
  • Circle image 3.5 hour course
  • Circle image Train at your premises
  • Circle image Learn with your team
  • Circle image CPD accredited
  • Circle image Certified by the British Red Cross
  • Circle image From £600 (Ex. VAT) per group of 6-20 learners
  • Circle image 3.5 hour course
  • Circle image Ideal for UK-based hybrid teams
  • Circle image Learn from home or office
  • Circle image CPD accredited
  • Circle image Certified by the British Red Cross
  • Circle image £58 (Ex. VAT) per learner
  • Circle image 2.5 hours online
  • Circle image Train at your convenience
  • Circle image Learn at your own pace
  • Circle image CPD accredited
  • Circle image Certified by the British Red Cross

  • Circle image From £800 (Ex. VAT) per group of 6-24 learners
  • Circle image 3.5 hour course
  • Circle image Train at your premises
  • Circle image Learn with your team
  • Circle image CPD accredited
  • Circle image Certified by the British Red Cross

  • Circle image From £600 (Ex. VAT) per group of 6-20 learners
  • Circle image 3.5 hour course
  • Circle image Ideal for UK-based hybrid teams
  • Circle image Learn from home or office
  • Circle image CPD accredited
  • Circle image Certified by the British Red Cross

  • Circle image £58 (Ex. VAT) per learner
  • Circle image 2.5 hours online
  • Circle image Train at your convenience
  • Circle image Learn at your own pace
  • Circle image CPD accredited
  • Circle image Certified by the British Red Cross

What is a Call Handling with Empathy at Work?

The Call Handling with Empathy at Work course offers a specific type of call handling skills 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.

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. 

Across the two modules, the learner develops skills to become an effective call handler, leading to more positive experiences for both callers and staff, resulting in improved customer satisfaction and reduced impact on staff and volunteers' own wellbeing. It can also significantly benefit call handlers or volunteers by improving their communication skills, emotional resilience, de-escalation techniques, empathy, and overall confidence. 

 

This Dealing with Distress Callers module includes:

  • signs of distressed callers and their behaviours
  • managing difficult conversations using effective communication skills
  • identifying and responding to others' needs with empathy
  • protecting your own mental wellbeing
  • developing strategies for callers experiencing emotional distress.

This Wellbeing Support at Work module includes:

  • different reactions to difficult situations
  • powerful emotions, feelings and ambiguous loss
  • the Red Cross CALMER framework tool for use in emotionally challenging situations
  • effective communication and active listening
  • identifying the needs of others, effective responses, resources and support strategies
  • building resilience and improving wellbeing.

Here for Mental Health at Work

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Customer service you can trust

Our friendly team is happy to talk through your mental health training needs.

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Nationwide coverage

Our training venues cover the whole of the UK – we can even come to you.  

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Flexible course options

Choose to learn in person, virtually with a trainer, or online.

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CPD-accredited courses

Every Mental Health at Work course is CPD accredited.

Our approach to Mental Health at Work training

Our approach to Mental Health at Work training

A proactive and preventative approach

Build a positive work environment where signs and symptoms are identified early.

 

Our approach to Mental Health at Work training

Red Cross expertise

Courses are designed by our psychosocial professionals and delivered by our expert trainers.

 

Our approach to Mental Health at Work training

Post-course support

Our practical Safe Minds toolkit helps you apply your new skills to the workplace.

Our learning options

We offer a number of learning options for your convenience.

 

How our Trainer-Led (in-person) training works

Course learners can attend a physical course either in one of our training venues or at your own premises. In-person courses allow learners to interact face to face with their trainer and peers, helping to build relationships and teambuilding skills.

It typically involves group discussions, a mixture of visual content, and practical activities to make the course interactive and engaging for all learning styles. 

 

How our trainer-led virtual training works

Our virtual learning is a live trainer-led class and includes all the same course content and discussion you would expect to find in our in-person courses, with adapted interactive elements.

Virtual learning offers a range of benefits, including increased flexibility, convenience and accessibility for learners. It is particularly useful if you have a team spread over a large geographical area or have a hybrid working arrangement.

How our online learning works and what happens next

Our online courses offer the same course content as our in-person and virtual courses, available as e-learning modules for the learner to complete at home or in the office.

After purchase, you will receive an email with access to log into out online learning platform.

 

How it works for the learner

Learners can access the course materials through our learning management system at their own convenience.

The course modules can be completed independently – a great choice for those that prefer to work through learning at their own pace and have time limitations. It can also be beneficial to those who may not be comfortable talking about mental health publicly.

Questions that you may be thinking of

Our face to face and virtual courses are CPD accredited. CPD stands for Continuing Professional Development and is the term used to describe the learning activities in which professionals engage in to develop and enhance their abilities.

Accredited CPD training means the learning activity has reached the required Continuing Professional Development standards and benchmarks. The learning value has been scrutinised to ensure integrity and quality.

Mental health training can be emotionally challenging, but our experienced trainers are skilled at helping individuals cope with any challenges that may arise during the training programme. Some learners may experience unexpected emotions during the training because of past experiences. The course content is varied and may include relatable trauma or crises experienced by some individuals.

If you, or your learners, have any concerns they wish to discuss prior to the course please get in touch with our team.

Suitable for learners over the age of 16.