Managing Suicidal Customer Conversation

Workshop overview:

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. Put simply, our response can make a difference between life and death. 

This half-day training 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 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. 

Benefits to your organisation:

• In a crisis, team members can confidently and quickly identify and intervene, minimising potential harm to customers.
• Strengthened relationships with customers as team members support with timely and empathetic interventions, demonstrating a commitment to the well-being of customers.
• Improved employee well-being by providing them with the tools and skills to manage sensitive convesations effectively.
• Demonstrating a commitment to mental health aligns with ESG initiatives, contributing to a positive impact on society.

Learning outcomes:

• identify and support an individual in crisis 
• 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.