Call Handling with Empathy at Work

Why choose this course?

The Call Handling with Empathy at Work course can significantly benefit call handlers 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.

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.

This 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.

Why choose us?

Red Cross Training offers mental health training courses through our interactive Mental Health at Work courses which are designed to build both team and individual resilience and to help staff members return to and maintain a state of positive mental wellbeing.

By taking a positive approach to mental health and wellbeing in the workplace, your organisation can benefit from:

• more engaged and motivated staff
• reduction in absence and associated costs
• increased productivity and staff retention
• improved professional reputation
• satisfied customers.

How does the trainer-led learning work?

Face to face learning

Course learners can attend a physical course either in one of our training venues or at your own premises. Classroom based courses allow learners to interact face-to-face with their trainer and peers, helping build relationships and trust within a team. It typically involves group discussions, and practical activities to make the course interactive and engaging for all learning styles.

Virtual learning

Our virtual learning is a live trainer led class, and includes all the interactive simulations, and discussions you would expect to find in classroom-based learning. 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.

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How does the online learning work?

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.

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Course content

This is not an assessed course. Learners will receive a certificate of learning after they have covered all the modules of the course and engaged in activities designed to help them develop the tools and resources they need to apply the skills in a real-life environment.

Wellbeing support at work

• 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

Dealing with distressed callers

• 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

Upon successful completion of a Mental Health at Work course, you will receive a British Red Cross Mental Health Champion certificate.

Entry requirements

Suitable for all learners over the age of 16.

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 program. Some learners may experience unexpected emotions during the training because of past experiences. The course content is varied and may include relatable trauma or crisis 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.

FAQs

What does CPD accreditation mean?

*Our face to face and virtual courses are CPD accredited. CPD stands for tor 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.