Call handling with empathy at work

Training Course • British Red Cross Society

About the CPD course

Handling calls from distressed individuals can be challenging and stressful. Call handlers may be exposed to intense emotions such as anger; frustration; sadness; or anxiety. Regularly dealing with calls of this nature can lead to emotional exhaustion; compassion fatigue; or heightened stress levels for call handlers. The Call handling with empathy at work course can significantly benefit call centre staff or volunteers by improving their communication skills; emotional resilience; de-escalation techniques; empathy; and overall confidence. These effective call handler skills can lead to more positive experiences for both callers and staff; resulting in improved customer satisfaction and reduced impact on staff and volunteers' own wellbeing.

CPD Provider

British Red Cross Society

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British Red Cross Society

British Red Cross is one of the UK’s leading providers of Mental Health at Work training based on a global reputation as professionals in providing support in emotionally challenging situations.