After completion of this course delegates will:
- develop confidence in identifying distressed callers on the phone (e.g. caller may be in distress, have mental health issues, be suicidal, at risk of harming others, bereaved)
- build empathy to support the caller through a foundation of understanding around their circumstances and causes of distress.
- recognise the verbal and vocal aspects of telephone skills
- Develop understanding of how to use empathy, paraphrasing and reflection in calls
- learn advanced techniques of managing the call effectively and establishing appropriate boundaries.
- develop verbal and vocal aspects of telephone skills, with a focus on active listening and sensitive call handling.
- Develop understanding of how to help callers who may be expressing suicidal ideation
- Develop understanding of how to look after your well-being in relation to challenging calls
COURSE CONTENT
The course will be divided into three parts:
Introductions, Ground Rules, Resources
What are YOUR Concerns and Challenges?
PART ONE: Distressed Callers
How would you know?
Signs and indicators of distress in callers, particularly possible signs that caller is suicidal.
What does stress/distress/suicidal ideation do to caller behaviour?
Fight or flight, freeze; more raised voices, more verbal aggression, silence, struggling to communicate, crying, threatening, hanging up.
Why might this be happening to callers?
Foundation input on mental health, suicide, bereavement, trauma, rejection and feeling desperate. What type of Sensitivity are we working with? Sensitive topics, sensitive callers/clients? Sensitive Call Handlers?
•Introduction to Case Studies: Customers, Colleagues and You
“Standing in the Callers Shoes”
PART TWO: Appropriate Responses
What is going on?
Managing sensitive conversations with people and having empathy for the people we are dealing with
Active listening and sensitive enquiry techniques to establish the situation.
Awareness of verbal and vocal indicators and key phrases.
How do I respond? - Effective communication kills:
Participants will learn how to use language so that it will be better received during their interactions with customers. Also to enable staff to ‘look beyond the obvious’ – what might be going on for the person Includes:
The communication process and what might help
Understanding the benefits of different communication channels and knowing when to use them effectively
Building rapport and Understanding the verbal and visual cues of patients/customers that enable you to meet their individual needs
Becoming a better listener and capturing information correctly
Words & phrases that build customer relationship
Words & phrases that damage customer relationship
Conversation Techniques & Acceptable Responses
The importance of Attitude
Signposting to further help & Support
PART THREE: Case Studies
Customer service experience
Not all callers are easy to deal with. Using real-world case studies, participants will learn at this point how to interact effectively with people who are angry, distraught, scared, and even manipulative. They will also learn the importance of establishing boundaries to offer the best service possible.
Leaving Positive, Lasting Impressions
Participants will learn how to leave a positive, lasting impression with those they serve whether they deal with them in person, by phone, or via voicemail.
Looking after ourselves:
This program ends with stress-management techniques that ensure participants stay refreshed and alert while delivering exceptional service.