Who is this course for?
This course will benefit anyone whose role brings them into contact with vulnerable customers or colleagues.
In times of uncertainty, insecurity and rapid change – when people can’t always control what’s happening to them and around them – they can feel overwhelmed and vulnerable. They need support, understanding and empathy to help them consider their options and make decisions that are right for them.
Conversations with vulnerable people will equip participants with the skills and confidence to have supportive and effective conversations with vulnerable people.
This course is CPD certified
Contact our team about this course
Find out more
Course objectives
This course will help participants to:
- Identify factors that can create vulnerability
- Assess emotional health using the Emotional Health Scale
- Recognise signs of vulnerability in others
- Explore and practise active listening skills
- End conversations sensitively and effectively
- Signpost people to sources of additional support
Interested in this course?
Get in touch with our team today.
“I really enjoyed that the course was interactive. I learn by doing, so the role plays and group discussions helped me to take in the information. Also I would say having the printed out workbook helped with my learning as well.”
“The training has been invaluable to me when I find myself talking to our most vulnerable customers. The skills and tools I learnt has given me much more confidence with these types of calls. It’s all about taking the time, really listening and breaking down the conversation, knowing when to give customers time or enable them to open up.”
“It was well delivered, made you think about how important these parts of my job are to the customers. Listening properly to people and helping them feel understood and supported will help me to do my job more effectively and hopefully have better outcomes when speaking to people on the phone.”
612
STEP courses delivered last year
6100
course participants in the past year
99%
of course participants would recommend our courses to others*
*This statistic is from STEP course attendees from the 24/25 financial year.