This practical training program equips participants with skills and confidence to respond appropriately to someone in distress. Participants learn how to support people experiencing a mental health crisis or traumatic event, ensuring safety, providing emotional support, and offering practical assistance to address people’s immediate needs.
Eliza Oakley, Workplace Mental Health Specialist:
As a customer service representative, when we’re talking with people who are experiencing trauma, the first thing we need to do is approach the person with empathy. Absolutely understanding that whatever this person is going through, it’s really difficult for them. So that’s how we build bridges with those customers. Often a person who is experiencing trauma, will come across as lacking emotion. So that flat affect where they’re disinterested, disengaged, not listening and don’t care about the conversation. So it’s important that we don’t decide that this person is rude or uncooperative.
They’re actually, potentially living with a trauma, that is driving that behaviour. So understanding that, their lack of effect, their agitation, they might be extremely jumpy, so you say something and they come back and always defending themselves. So it’s like they’re on high guard. Everything is seen as a threat. This is part of their illness. And it’s really important as customer service representatives, that we are able to show that person, that whilst we’re not experiencing that, we understand that’s a difficult place to be.
The content and facilitator were amazing, the tools in the workbook such as Calm and Help was great. Very relevant for our needs.
Duration: 4 hours
Duration: 4 hours
Duration: 5 x 10 minute modules
Increased knowledge retention, more engagement and better outcomes
Our state-of-the-art microlearning programs make evidence-based mental health training scalable, enjoyable, and accessible. Perfect for time-poor and remote employees, our programs deliver a consistent learning experience and specific outcomes with the convenience of online delivery.
Our programs can be deployed independently - or alongside our workshops - as part of a blended learning solution.
Helping you build a mentally healthy workplace culture
Aspect Group's formula for success delivers exceptional results for our clients. By tailoring our programs to suit your organisation's unique culture and needs, we consistently achieve a return on your investment and deliver powerful learning outcomes.
Amazing Session, well done team for bringing it to life and giving the centre team the right tools to better our community!
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“Aspect was our preferred choice to deliver a holistic mental health program due to their ability to develop programs specifically for the need of the business. Aspect takes a proactive, professional, and very down-to-earth approach to developing and delivering mental health programs, placing the company’s and the employees’ needs at the centre of the program.”
“I took a lot out of the session and can comfortably approach someone that is struggling as well as know the signs for myself.”
“I found the training really helpful, particularly on how to de-escalate conflict. I think it will also help me support my colleagues and know my boundaries. Thank you!”
“Aspect’s online training programs are a cost effective way to reach all our employees. We’ve made mental health training compulsory because we see it as being equally important as health and safety.”
“Aspect were able to tailor a program to the identified learning needs of our members and delivered an effective and impactful seminar.”