Woman in front of a computer
September 2020

Call handling and difficult conversations training (webinar)

Wednesday 23rd September, 2020 - 10:00 to 16:30

About this event


This is a full day course. By signing up you are committing to attend at the times below:

  • 10am-1pm
  • 1pm-2pm (lunch-break)
  • 2pm-4.30pm

Who would find this session useful?

Colleagues from across the Healthwatch network told us in the learning needs survey in 2019 that call handling and managing difficult conversations was a priority for them. This course is for staff and volunteers involved in providing information, signposting and advice, and will also be of interest to colleagues involved in gathering people’s views and experiences of health and care.

What will you learn?

This is an active listening training course which was developed using the Samaritans listening wheel. It will provide you with the tools and techniques to acknowledge difficult feelings and circumstances as well as providing de-escalation strategies for those high emotion interactions. You will also look at different ways to effectively end conversations and how to signpost people for further support. You will be encouraged to discuss Healthwatch examples.

Who is running this course?

The Samaritans who are experienced in listening skills training.

Contact details

For any other information about this session, please email Marianne Patterson or Princess Menkiti-Udom.