COURSES > SERVICE IMPROVEMENT
Handling Conversations and Complaints with Vulnerable Service Users
Support vulnerable people with empathy and compassion
Previously Chaired by
Sandra Miller
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All of our training courses can be tailored specifically for your team or organisation and presented at your offices, at another suitable location or virtually.
Overview
Communicating with vulnerable service users can be both rewarding and challenging. By having the most effective communication skills, you will be able to exert greater confidence and resilience when it comes to handling conversations and complaints with vulnerable service users, with compassion and empathy.
Our CPS certified Handling Conversations and Complaints with Vulnerable Service Users course gives you the practical verbal communication techniques you need to engage vulnerable service users with compassion and empathy.
Through highly interactive and challenging roleplay exercises, gain hands-on experience of the skills needed to handle difficult conversations, deliver bad news and de-escalate challenging situations. Engage in dramatic and realistic roleplay activities that will help you understand and respond to the significant and emotional problems you might encounter.
You will be challenged with challenging verbal behaviour such as profane language by our RADA trained actress, Sandra Miller, to help you develop your self-belief and an empathetic approach.
Finish the day with the confidence to handle difficult conversations with vulnerable service users using empathy, sensitivity and compassion.
Communication Skills Training Consultant
Sandra Miller is a RADA trained Actor and now works extensively in the corporate sector providing coaching, consultancy and training in communication skills.
Her area of specialist expertise covers Presentation Skills, Interview Techniques, Handling People in Difficult Situations, Storytelling and Influential Communications.
Her clients include many ‘blue chip’ organisations including the BBC, BBC Worldwide, Bristol Water, Friends Provident, Financial Reporting Council, Unilever, Vocalink, Elavon Merchant Services etc. In the public sector clients include the NHS and many District, Borough and City Councils and Universities including working with Politicians and Academics and Civil Servants.
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Sandra Miller
Learning Outcomes
Learn the different methods needed for communicating with vulnerable users
Understand how to deploy active listening and empathy effectively
Handle challenging behaviour with calmness and patience
Gain the skills you need to deliver bad news the right way
All the Understanding ModernGov courses are Continuing Professional Development (CPD) certified,
with signed certificates available upon request for event.
Enquire About In-House Training
To speak to someone about a bespoke training programme, please contact us:
0800 542 9414
InHouse@moderngov.com
Agenda
09:00 - 09:30 Registration
09:30 - 10:00 Trainer’s Welcome and Clarification of Learning Objectives
10:00 - 10:45 Introduction to Handling Vulnerable Service Users
Understand the impact of vulnerability on service users and how they communicate
Outline the importance of the right approach when handling distressed or vulnerable service users
Learn to recognise signs of potential vulnerability
10:45 - 11:00 Morning Break
11:00 - 11:30 Active Listening and Empathy
Gain techniques for putting yourself in the shoes of others
Use roleplay to understand the importance of body language in building empathy and rapport
Approach situations with patience, understanding and receptive communication skills
11:30 - 12:00 Handling Challenging Behaviour
Gain strategies for responding to challenging behaviour in a calm, empathetic way
Handle interruptions, anger and extreme emotions with compassion
Understand how to de-escalate a tense situation and gain trust
12:00 - 13:00 Breaking Bad News and Having Difficult Conversations
Set the right tone and create a supportive atmosphere
Understand how to convey bad news with clear, simple and appropriate language
Utilise practical exercises to learn how to handle difficult responses like denial or anger with sensitivity and patience
13:00 - 14:00 Lunch
14:00 - 16:00 Workshop: Action Planning
Implement the techniques learned in no-holds barred immersive roleplay activities
Explore the communication skills that can be utilised in different high stress or emotionally difficult scenarios
Practice challenging conversations and overcome interruptions, anger and other disruptive behaviour
Plan what to do when conversations go wrong and how you can de-escalate
16:00 - 16:15 Feedback, Evaluation and Close
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