Supporting Emotional Service Users

About the event

Ensure your staff have the skills and confidence to respond and support emotional callers within your service’s remit. Attendees will discuss and explore the use of empathic responses and practice techniques and skills in a supportive environment.

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Outcomes & Objectives

  • understand personal and professional boundaries
  • explore how emotions effect interaction and responses
  • understand differences between empathy and sympathy
  • identify key skills and phrases to convey empathy
  • examine emotional language and how to sensitively explore feelings
  • explore benefits of reflective practice and debriefing

Who should attend?
This course is designed for helpline workers who already have basic skills training and experience working on a helpline.

Helplines Learning Pass: Book anyone on 3 or more training courses and receive a 10% discount. Find out more

Cancellation Policy: By booking you are agreeing to our Cancellation Policy

Onsite Delivery: This course can be delivered onsite and also tailored to make case studies relevant to your helpline. To find out more contact us on 0300 330 7777 or

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Rachael Wyartt

Rachael Wyartt

Rachael has worked in the voluntary and statutory sector since 2000. She started her career in Australia working in children’s homes in Melbourne in her gap year. On returning to the UK Rachael worked for Action for Children working in the Leaving Care team in Lowestoft. Rachael then worked for GFS Platform as their Sexual Health Coordinator. This involved setting up a volunteer programme, delivering SRE in both formal and informal settings and opening school based health clinics. Whilst working at both AFC and GFS platform Rachael was involved in the set-up and running of a local charity in Suffolk for young people. Rachael then moved to London to manage Brook’s national helpline Ask Brook, which she did for five years.

Rachael has a BSc Hons in Health Sciences and Sociology and an Advanced Diploma in Nutrition and Weight Management. In her current role with Helplines Partnership, Rachael is using her considerable experience within the helpline and voluntary sector to support helpline services in development, training and achieving the Helplines Standard accreditation.