Supporting Customers in Crisis: Safe & Compassionate Conversations in Financial Services

Introduction

Every day, organisations speak with customers experiencing overwhelming distress, hopelessness or expressing thoughts on self-harm. These conversations can feel daunting, but the response a customer receives can make a significant difference.

Through practical guidance, evidence-based approaches and real-life customer scenarios, this course equips teams with the confidence and skills to respond safely, compassionately and appropriately when a customer appears to be in crisis or expresses suicidal thoughts or feelings. You will learn how to recognise indicators of acute distress, communicate with empathy, respond in an emergency and understand the importance of appropriate signposting while remaining within the boundaries of your role.

Through interactive discussions, practical activities and case studies, you will build a toolkit of helpful questions, responses and techniques you can apply immediately, while also learning how to look after your own wellbeing following difficult conversations.

Please note: conversations involving self-harm and suicidal thoughts can be emotionally challenging. Delegates may need time to reflect or speak with someone they trust following this session. This session is designed to support staff in handling difficult conversations safely and confidently. It does not replace clinical or specialist intervention and delegates are not expected to provide mental health advice. The focus is on recognising distress, responding appropriately and signpost appropriately within organisational guidelines.

What You Will Learn

This live and interactive course will cover the following:

• Recognising crisis indicators and understanding when a customer may be at immediate risk
• Building a safe communication toolkit of questions and responses and knowing when and how to use them
• Responding appropriately during an emergency while staying within professional and regulatory boundaries
• Using appropriate signposting pathways confidentially and safely
• Self-care and debriefing following difficult conversations

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.