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Distressed Callers (1 day)

https://parliament.learningpool.com/mod/facetoface/view.php?id=3965

Course overview

• Core skills when supporting emotional service-users.
• Understanding the use of empathy when communicating on the telephone.
• Recognising the impact of our approaches when supporting challenging (distressed) callers.
• Responding to challenging callers and those with differing needs.
• Looking after ourselves after the call

Approach

The training will experiential to enable attendees to practice skills and build confidence through role play scenarios and the opportunity for supportive feedback and encouragement.

Vicarious Trauma (short Webinar sessions)

https://parliament.learningpool.com/mod/facetoface/view.php?id=3968

This is a short introductory webinar on vicarious trauma.

Vicarious trauma is a term for the emotional changes a person can experience when helping people who have traumatic stories to tell.

The session is an initial opportunity to define vicarious trauma and look at why we are at risk, how to identify the signs and how we can minimise the risk in our response.

Vicarious Trauma (1 day)

https://parliament.learningpool.com/mod/facetoface/view.php?id=3969

Regularly hearing about or responding to traumatic events can take its toll on those people who work in helping professions and supportive jobs.

Vicarious trauma is a term for the emotional changes a person can experience when helping people who have traumatic stories to tell.

It may be that you have taken a call, read something or seen images and they stick in your head and you keep thinking about it. Or you often find yourself reflecting, outside of your work, on the upsetting and emotional things that you’ve heard from people contacting your service.

This insightful and practical course provides a more in-depth opportunity to focus on your self care and well being in relation to vicarious trauma.  It will explore how to address and effectively manage vicarious trauma to keep a healthy workplace.