home page booking info training program
search
 


     

Callers in Crisis - skills for front line staff print version | course feedback

 
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 and appropriately to people experiencing crisis.  
     
Duration: This is a one day course

Tutor(s): Sal Ball.

Dates:
   
08/03/2011    
     
Notes:    




Course Outline

    
Course aim:

  • To develop confidence and skills to respond to callers in crisis.
    
Course objectives:
By the end of the course participants will have had opportunities to:
  • explore what is meant by ‘crisis’ from a service user, personal and agency perspective
  • explore the causes of service users’ distress at times of crisis
  • reflect on individual experiences of receiving challenging calls
  • practise skills and supportive responses to telephone callers in crisis
  • discuss organisational issues raised and develop action plans to address them.
  • consider their own needs within a supportive environment
    

Agenda

    

Times

Session content

Methods

9.30

Introductions - 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

10.30

Session one - What is 'crisis'?

·        Different perspectives on crisis - exercise

·        Group feedback and discussion

·        Some definitions

 

Small groups

Whole group

Presentation

11.15

Break

 

11.30

Session one cont... What is 'crisis'?

·         Expressions of distress/mental ill health

·         Causes of distress/mental ill health

·         Diversity issues

Whole group

Presentation

12.00

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

3.15

Break

 

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

4.30

Close

 

    
     
DANOS Units -