Skip to main content
Home > Training > Callers in Crisis

Callers in Crisis course

One day course

Course Aim:

Administrative staff and those providing telephone support and advice often the first point of contact for service users. Grounded in best practice, this one day course develops confidence and communication skills to respond safely, appropriately and confidentially to people experiencing crisis.

Course Objectives:

By the end of the course participants will have had opportunities to:

  • explore what is meant by ‘crisis’ from a variety of perspectives (service user, personal, agency)
  • explore what might be underlying service users distress at times of crisis
  • reflect upon the challenging calls that they receive within their individual work settings
  • explore skills and responses that are supportive when responding to people in crisis on the telephone
  • discuss organisational issues raised and action plan to address them
  • consider their own needs within a supportive environment

Maximum Group Size: 16 people

Course Outline

Times
Session content
Methods
9.30amIntroductions – aim, agenda and format
Introduction to the course
Welcome and introduction – name game
Participants experience and expectations for the course
Ground-rules
Presentation


Paired and whole group exercises

Presentation
10.30am
Session one - What is 'Crisis'?
Different perspectives on crisis - exercise
Group feedback and discussion
Some definitions   		Small groups
Whole group
Presentation
11.15
Break  
11.30am
Session one cont... What is 'Crisis'?
Expressions of distress/mental ill health
Causes of distress/mental ill health
Diversity issues

Whole group

Presentation

11.30
Session two – Effective communication
Listening exercise in 2's (face to face)
Effective communication skills
Exploring the difference between phone and face to face support
Listening exercise in 2's (back to back)  		Experiential exercise
Presentation

Whole group
Experiential exercise
1.00
Lunch
 
2.00
   
Session three – Responding to the calls
Personal account of crisis
Service user perspective (I would want...)
Case studies (can be tailored to individual needs – includes angry/abusive and suicidal callers)
Good practice guidelines  		Excerpt read aloud
Whole group
Small group activity & large group discussion
Presentation
3.15Break 
3.30

Session four - What happens next?
Support for workers
Personal action planning
Exploration of any workplace related issues raised
Closing round and reflection
End and evaluation 
Whole group
Personal reflection and whole group

Whole group
4.30Close

To find out more

If you would like more information about our training, or to discuss your training needs, please contact Sarah Whitfield on:

Telephone: 0117 927 9600
Email: sarah.bcsw@btconnect.com