Handling Crisis Calls
Self Harm & Suicide WorkshopFacilitator: Alex Clapson
Workshop Outline
A working environment within which call-centre staff members feel safe, cared for & protected is crucial to ensure that they can carry out their roles sustainably, with empathy & professionalism.
Better understanding the warning signs that a caller may be intending to harm themselves, or to take their own life is a key element of safe & effective practice. Knowing what to do next is crucial to safeguard callers, ourselves, & the organisation we represent.
This course will raise awareness of Self-Harm & Suicide in the context of the call-centre & give delegates the confidence to be able to respond to the risks this poses.
Target Audience
This course is suitable for those who are new to working in a call-centre environment, as well those seeking to refresh their practice. Delegates will be given practical tips to keep themselves, & the callers they work with safer.
This course is also suitable for employees working in-person with the public
- To better understand the context of Self-Harm & Suicide
- To achieve clarity – what is in-scope, & out of-scope? What is my role – Listener, Advice-Giver, Counsellor, Therapist, Sign-poster?
- A raised awareness of the impact of handling difficult calls, & its implications for our own well-being & professional practice
- Understand how to look after ourselves following a stressful call
- An overview of the organisation’s Policies & Procedures
- To improve our confidence in the appropriate responses to callers threatening to harm themselves, or take their own life
- practical ways to prevent difficult situations from arising
- techniques to use to defuse difficult conversations
- how to maintain, & restore calm to an inappropriate situation
- how to safely alert help, set boundaries & / or terminate calls
- Organisational Policies & Procedures
- Two-pages of links to videos & other useful resources
- What are the most common causes of callers becoming upset, angry, or even threatening self-harm or suicide?
- Better understanding Vulnerability – Physical & Mental Health
- The Risk Grid – Prevent, Defuse, Get Help
- Following difficult calls – The importance of reporting & talking
- Risk grid scenarios
- Spotting the warning signs
- Identifying different ways to calm & defuse difficult calls
- Raising Self-Awareness – How do my behaviours influence & impact on others?
- Setting clear boundaries / knowing how, & when to terminate calls
- How, & when to call the emergency services using the framework
- The risks associated with handling difficult calls – complacency / keeping ourselves & others safe / a focus on well-being
- Active listening
- Videos, case studies, & quizzes
- Triggers (how to anticipate, & work with our own responses)
- Imposing our own beliefs upon callers – Values exercise