Its sensitive, human delivery makes a difficult subject approachable: attendees value Helen’s expertise, honesty, empathy and ability to create a safe, supportive space for discussion. They find the sessions clear and engaging, with practical frameworks, suggested language, call structures, risk indicators, signposting and self-care tools for supporting distressed or suicidal customers. The workbook and resources reinforce learning, while attendees report greater confidence and useful ideas to take back to their teams and wider lives.
Generated from recent reviews; may not reflect every review
About this course
Having difficult and serious customer conversations about suicide can be upsetting for all concerned.
A confident, compassionate and considered response during these conversations can make the individual feel visible, valued and listened to. This increases the chance of them accessing and receiving the specialist support they need to cope.
Put simply, our response can make a difference between life and death.
This half-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises. The course also covers how to build and maintain personal mental and emotional resilience during and after these conversations.
Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.
What you will learn
Learning Objectives:
- Identifying and supporting an individual in crisis
- Understand the importance of listening and responding empathetically
- Build a toolkit of questions and responses and know when and how to use them
- Know how to respond in an emergency during the conversation
- Recognise the importance of self-care after difficult conversations
- Apply the knowledge gained from the course to better support customers during distressing conversations
Course Content
Understanding suicide
- Definition and terminology
- Statistics and impacts
- Risk Factors
- Indicators
Responding empathetically
- Stopping the conversation
- Active listening and S.H.U.S.H
- Questions and responses
- Responding in an emergency
- The importance of signposting
Looking after yourself
- Understanding personal needs
- Emotional Resilience
- Physical well-being
- Circle of Control
- Supporting colleagues
Please note:
Suicide can be a triggering and upsetting subject to talk about. It is important to remember that delegates attending this course may need an opportunity to quietly reflect or talk to someone they trust following the course.
Recent reviews
I found the course really useful and this will assist me in supporting my teams who are more likely to encounter such calls than I am. The presenter is clearly very knowledgeable and passionate which is evident from her excellent presentation of this sensitive subject. My only observation is that the length of the course could be reduced.
It is clearly a difficult subject area and there is the challenge of whether some of the actions will be suitable in our area of work. However it does provide some information which would be useful.
An excellent course - the subject matter isn't the easiest to talk about but the training was very informative and well presented