TSA has entered in to a partnership arrangement with the Samaritans to deliver some of their superb Training Courses, the first of which is “Handling Difficult Contacts”.

Handling difficult contacts: Samaritans trains its volunteers in active-listening techniques using a model known as the ‘listening wheel’. These techniques help build rapport with a person in order to alleviate their distress and de-escalate any anger and aggression, which can be used to great effect in the workplace. A person’s emotional state can affect their reactions. Understanding how this happens can help you resolve conflict more successfully.

Who is it for? Anyone whose role brings them into contact with angry, aggressive, stressed, bereaved or vulnerable customers or colleagues

Who would benefit? Frontline or support staff in customer service, vulnerable customer support, service administration, complaints resolution and payments/collections teams.

Course objective: To equip staff with skills and confidence to handle challenging customers in an effective, sensitive and professional way, helping them to focus on the more practical parts of their job.

If you are interested in attending this event, please download the booking form and return to the TSA office as soon as possible.