This is an essential programme for frontline staff who interact with customers who are vulnerable.
Practical and interactive, the session will provide delegates with the knowledge, skills and attitudes to communicate effectively with customers whose situation requires a sensitive approach.
Learning objectives
- Describe the meaning of vulnerable
- Describe the reasons why someone may be vulnerable
- Identify signs that a customer may be vulnerable
- Develop an empathetic approach to customers’ needs
- Adopt a solutions-based approach
- Close an interaction positively, with clear next steps
Session outline
1. What is vulnerability?
- Defining vulnerability
- What leads someone to be vulnerable
- Signs that may indicate someone requires extra care
2. Communicating with customers
- Setting expectations and identifying communication preferences
- Asking questions
- Active listening
- Communicating with empathy
- Writing clearly – emails, letters and webchat
3. Emotional responses
- Approaches to de-escalation
4. Finding a way forward
- Understanding and managing a Drama Triangle
- Importance of good quality signposting
- Finding a positive way forward
