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Overview
In the public sector, it is essential that vulnerable service users are communicated effectively to ensure the best possible support and care. However, this can be a delicate task and must be approached with the right mindset, sensitivity and communication skills.
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.
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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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
