Help protect your customer facing teams and the communities they serve by giving them a greater understanding of mental health issues.
Learn how to recognise the warning signs and start a conversation. Get people experiencing suicidal thoughts, the professional help and support they need.
Strengthen the resilience of your teams by giving them the strategies, tools and skills to better cope during challenging times.
Help your clients to tackle the cost of living. Learn how to maximise incomes and ensure that people are claiming all the benefits and getting the right financial support.
Ensure that you and your people have the skills to identify and support customers in vulnerable circumstances when recovering debt.
Equip your team with the skills to respond effectively and compassionately to challenging customer queries, without becoming personally affected by them.
Develop the ability to recognise, understand and manage your own emotions in positive ways. How we process our emotions predicts our mental health and wellbeing.
Stress is something many of us expereince at work and in our private lives. Learn how to identify stress and manage it effectively to avoid long term health problems.
Learn how to be a happy, healthy homeworker. Reduce your stress, improve your resilience and boost your performance.
Become an accredited mental health first aider. Learn the risk factors and warning signs for mental health concerns, and explore first aid support and signposting.
Learn how to look after your own mental health and wellbeing so that you can help look after others in the workplace and beyond.
The ASIST method has been proven to reduce suicidal thoughts in those at risk and is considered the gold standard in suicide prevention.
Since the pandemic, our contact centre has been receiving a higher volume of calls from distressed and vulnerable residents.
Although our team has done an amazing job responding to these calls, we wanted to ensure that everyone had the right skills and support to help them manage at this difficult time.
So, we worked with escalla to design a bespoke wellbeing and resilience programme. This consisted of diagnostic, and several interactive workshops to tackle the five key themes identified. These ranged from improving support to reducing the risks of burnout.
The team thoroughly enjoyed these sessions, and the feedback has been amazing. We found the workshops around managing stress, empathising with customers and managing conflict particularly useful and have embedded the learning into our day-to-day work.
All in all, the team loved the interactive and engaging nature of these workshops and have learnt so much. Here are a few of their comments:
Nikki Pledger, Customer Connect Team Leader
South Somerset District Council
"At Yorkshire Housing we believe in making it possible for our customers to have a place they’re proud to call home. As with any social housing organisation, sometimes this comes with its challenges and our Customer experience teams do an excellent -yet sometimes difficult- job to handle calls, often from distressed customers. Last year, we identified a need to provide better support to our customers in those scenarios and at the same time enable our colleagues to preserve their own wellbeing in stressful or difficult situations.
We spent a long time in conversations with different providers but within five minutes of our first conversation with Mel, it became clear escalla were the right match for our needs.
We’ve had nothing but refreshing and positive feedback from our colleagues who have so far attended the workshop and the impact this has had on their work – the way they now approach and deal with stress and difficult conversations is truly inspiring.
I attended one of the sessions myself and I can only say it was one of the most engaging, interactive workshops I’ve taken part in. It stays with you and encourages you to make changes from day one, whilst giving you the tools to do it."
Helping Staff to Deal with Challenging Conversations
Bespoke Handling Difficult Situations with Compassion Programme
