MENTAL HEALTH, DEBT AND WELLBEING
Help protect your customer facing teams and the communities they serve by giving them a greater understanding of mental health issues.
SUICIDE PREVENTION
Learn how to recognise the warning signs and start a conversation. Get people experiencing suicidal thoughts, the professional help and support they need.
PERSONAL RESILIENCE
Strengthen the resilience of your teams by giving them the strategies, tools and skills to better cope during challenging times.
HELPING CLIENTS TACKLE THE COST OF LIVING
Reduce your clients' financial worries (stress and anxiety) by helping them to maximise their income while reducing their spend.
SUPPORTING VULNERABLE CUSTOMERS WHEN RECOVERING DEBT
Ensure that you and your people have the skills to identify and support customers in vulnerable circumstances when recovering debt.
CHALLENGING CUSTOMER CONVERSATIONS
Equip your team with the skills to respond effectively and compassionately to challenging customer queries, without becoming personally affected by them.
EMOTIONAL INTELLIGENCE
Develop the ability to recognise, understand and manage your own emotions in positive ways. Boost your emotional intelligence and build stonger relationships.
DEALING WITH STRESS
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.
MENTAL HEALTH FIRST AID
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.
HAPPY, HEALTHY HOMEWORKING
Learn how to be a happy, healthy homeworker. Reduce your stress, improve your resilience and boost your performance.
LOOKING AFTER YOURSELF AND OTHERS
Learn how to look after your own mental health and wellbeing so that you can help look after others in the workplace and beyond.
As well as offering scheduled courses to individuals, we can deliver courses in-house for your team or organisation only. This means we can tailor the training to how you work or develop completely new and bespoke learning. Please get in touch for more information.
Testimonial: Adur and Worthing Council
“Supporting contact centre staff to manage a rise in challenging conversations and vulnerable customers”
Adur and Worthing Council contact centre takes up to 1000 calls per day. Inevitably, some of these calls come from angry or distressed callers. The Council noticed a rise in the number of people who were articulating severe anxiety and depression – often from people in housing crisis or owing the Council money. This was placing a burden on staff who were trying to offer help, while maintain professional boundaries and resilience.
So the Council enrolled their team onto escalla’s Dealing with Challenging Customer Conversations training course – specifically designed to help teams effectively handle aggressive and vulnerable customers. Through practical adaptive tools and techniques, they looked at how to approach conflict, deal with difficult situations, reduce stress and look after themselves and their callers.
Since the training, Adur and Worthing Council contact centre management have noticed a shift in how their staff interact with customers. They’ve become more assertive, displaying empathy, but without ‘taking on’ the customers' problems.
“I got comments from almost all the team to say it was the best training they'd ever had - because the trainer made them feel safe to share difficulties, and suggested practical ways to tackle them.”
Caroline Squires
Service Manager at Adur and Worthing Council
Testimonial: Yorkshire Housing
"Helping staff to deal with challenging conversations"
"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."
Chabel Santacreu
Learning and Organisation Development Partner, Yorkshire Housing
More case studies coming soon
Bespoke Debt and Mental Health Wellbeing Programme
Bespoke Handling Difficult Situations with Compassion Programme