Working with Challenging and Emotional Calls

About the event

Attendees will learn how to respond appropriately and effectively to emotional and challenging service users. Through exploring and practising strategies and approaches for managing these challenging interactions attendees will gain insight and confidence to deliver quality support within your service remit.

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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
  • identify strategies addressing the impact of emotional and challenging contacts
  • practice responses to angry, abusive, distressed and silent callers

Who should attend?:
This course is for those who have received some training and experience in helplines.

Birmingham, B3 3QR

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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