samaritans · manage every aspect of the booking process ... turn your employees into experts, ......

COURSE DIRECTORY 2016 1

WORKPLACE TRAINING

Samaritans Workplace Training

Course directory

Improve communications with vulnerable people and build emotional resilience

SAMARITANS WORKPLACE TRAINING2


Why choose Samaritans training? 4

One day courses 6Conversations with vulnerable people 6

Managing suicidal conversations 7

Building resilience and wellbeing 8

Working with people who self-harm 9

Open courses 10

Conversations with vulnerable people 10

Building resilience and wellbeing 10

Booking a Samaritans training course 10

Contents

020 8394 8349

[email protected]

samaritans.org/training

To make a booking

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Why choose Samaritans training?

Our commitment to service excellence As a valued customer you will benefit from:

A dedicated account handler who will manage every aspect of the booking process from the initial enquiry through to final invoicing and certification.

Bespoke courses – a dedicated trainer resource to discuss your needs prior to course delivery – ensuring the course delivers your desired outcomes and is bespoke to your specific needs.

Standardised training delivery throughout the UK and Republic of Ireland – no matter where your staff are based they will all experience the same high level of training delivery and delegate support material.

We know that employees who deal directly with vulnerable customers or staff need the best tools, support and knowledge, to ensure a positive outcome for all involved. The ability to listen and engage effectively with a vulnerable customer or colleague is essential to your organisation so that it can maintain your customers trust and employees wellbeing, effectively building your business.

Collation of delegate and trainer feedback forms to ensure you can monitor the quality of our delivery.

One database – we capture all your delegate training history and associated costs on one central database and can feedback information to support your training function eg number of delegates trained, expenditure per quarter/year.

Discounted prices for multiple group bookings over a 12 month period.

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Our training delivery We focus our training on sharing effective tools and techniques to equip your employees with the skills and confidence they need to handle emotional situations effectively, sensitively and professionally.

We have produced a variety of training courses that will enable your staff to make informed decisions when dealing with vulnerable employees or customers.

We help your employees to understand that emotional health, like physical health, is not either ‘good’ or ‘bad’ but moves up and down a scale according to how well you look after it.

We deliver via in-house and open courses throughout the UK and Republic of Ireland to a variety of corporate, public and voluntary organisations.

Our courses don’t turn staff into qualified professionals – instead they take the concept of ‘first aid’ and apply it to emotional situations.

All delegates receive Course workbookSamaritans ‘Listening Wheel’ mouse matSamaritans pen Samaritans signposting cardSamaritans certificate of attendance.

Our reputation We have 60 years of experience.

Your organisation will benefit from our tried and tested training techniques.

We’re professional and credible – in terms of the quality of delivery from our training team and the integrity of the Samaritans brand – we were voted as one of the top 20 charities, most trusted by the general public.

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During this course we use the Samaritans Listening Wheel model, which will help your staff build rapport with the person in order to alleviate their distress and de-escalate anger and aggression. These skills can be used both internally and externally with your customer base.

Who is it for?This course will benefit anyone whose role brings them into contact with vulnerable customers or colleagues. It will equip them with the skills and confidence to handle challenging conversations in a sensitive and professional way.

Topics coveredUnderstanding difficult feelings and circumstances eg anger, aggression, bereavement and loss.Effective listening tools and techniques.Appropriate responses to sensitive subjects.Defusing difficult conversations.Ending conversations effectively.Support for customers and staff.

Conversations with vulnerable people

Our employees often talk to people who have recently lost a loved one and can be significantly distressed. The training we have undertaken with Samaritans has helped ensure that our staff are equipped to engage with customers in a sensitive and compassionate way.

They have also helped our staff to develop the emotional skills to cope with the personal stress of handling such emotive calls on a daily basis.

Nick Cherry, Phillips & Cohen Associates (UK) Ltd – Specialist debt recovery agency

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One day course

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Who is it for?Anyone whose role may bring them into direct contact with people who have suicidal feelings.

We ensure they have the techniques to confidently approach or speak to somebody in this situation and are trained in the types of responses that will be most effective.

Topics coveredDispelling myths about suicide – understanding and acknowledging suicidal feelings.Understanding how talking about suicidal feelings can be beneficial.Recognising signs of distress and suicidal thoughts.How to approach someone who appears suicidal – starting a conversation.How to refer someone who is feeling suicidal to Samaritans or medical services for support.How to use support to minimise the impact on your own emotional wellbeing.

Samaritans and Network Rail PartnershipThe partnership between Samaritans and Network Rail began in 2010 and includes delivery to a variety of organisations within England, Scotland and Wales.

During 2014/15 railway staff approached over 200 vulnerable people, while the British Transport Police reported more than 800 interventions.

In the first five years of the partnership over 9,000 people have attended the Samaritans course; including front line staff from Network Rail, train companies and the British Transport Police.

The Managing Suicidal Contacts course provides attendees with the skills and the confidence to recognise and engage with a potentially suicidal person and lead them to a place of safety.

This significant partnership has been extended for another five years and has been given awards by other external bodies eg:

Charity Times Award for ‘Corporate National Partnership of the Year’.National Transport Award for ‘Best National Partnership’ and ‘Training Team of the Year’.

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The course made me realise that by talking to a distressed person, you are not going to make the situation worse. By talking to them, you are in fact breaking their suicidal plan.Course delegate, Network Rail

Managing suicidal conversations

One day course

Those who encounter people with suicidal feelings often feel they‘re not equipped to handle these situations properly. Like first aid, our training doesn’t turn your employees into experts, but gives them the valuable tools to help someone in the first instance. This can be the difference between life and death.

CASE STUDY

“ “Really impressive delivery style, I found the course interesting and constructive – made me question my personal style and approach.Prison and Probation Ombudsman


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The first step in promoting emotional health and resilience is to encourage a person’s self-awareness and emotional literacy. We can help to remove stigmatising attitudes such as the belief that all people who experience emotional problems are ‘weak’. This course will provide individuals with the self-awareness and techniques to manage their own emotional health using proven supportive strategies.

Who is it for?Organisations committed to promoting emotional health and resilience in the workplace, and employers who are aware of the benefit of emotional resilience on staff productivity and performance.

Topics coveredUnderstanding emotional health and resilience.

Tools to consider your own emotional state at work.

Understanding difficult circumstances and recognising signs of stress.

Strategies for building emotional resilience – developing an action plan to improve personal resilience.

Techniques for managing our own thoughts.

A person’s level of emotional resilience can affect teams, colleagues, other individuals and their own wellbeing; ultimately increasing productivity and performance in the workplace.

Building resilience and wellbeing

One day course

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Working with people who self-harm

One day course

Many staff who, come into contact with people who self-harm feel a sense of anxiety about how to respond effectively. Some fear making the situation worse and feel out of their depth.

Who is it for?This course is for all types of organisations and personnel who come into contact with individuals who self-harm. If a need has been identified to improve their knowledge and skills then this course will make them feel more confident about how to approach the subject with an individual.

Topics coveredRecognise what self-harm is and respond appropriately.

Explain some of the reasons why people self-harm.

Use effective listening tools and techniques to acknowledge difficult feelings and circumstances.

Show that you have listened and understood.

End conversations sensitively and professionally.

Use support effectively.

I want to thank you for the course you delivered to us yesterday. Your style of presentation, ability to empathise and depth of honesty made the experience unique to every single delegate. This taught me so much about myself, and gave me an insight into a deeper understanding of people who behave in a different manner from me.Grace Ayemoba, L&Q Group

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Open courses

Whether you’re an individual or an employer who requires training for a small number of people, we have a choice of dates throughout the year when we deliver the following courses:

Conversations with vulnerable people

Building resilience and wellbeing

Your delegates will have the opportunity to share experiences with others from various business areas.

I would advise anyone that if given the chance to attend one of these courses then grasp it with both hands. One of the best training sessions that I have attended in my 36 years of railway employment. Course delegate, Network Rail

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020 8394 8349

[email protected]


To make a booking

Alternatively to find out more about the Samaritans visit our website to read about the services we offer and the courses we deliver. Whilst online (see web link below) you can opt to complete our online booking form which is automatically sent to the central training team.

All enquiries are responded to within one working day. We will discuss all your needs in detail to ensure we are delivering the best training outcomes for your organisation.

Our aim is to make the booking process as simple and easy as possible, so when you know your preferred date and location simply complete a booking form and we will make all the necessary arrangements within the requested time.

Many of our regular customers to whom we deliver multiple courses throughout the year, agree a Training Framework Contract in advance which makes the process even more streamlined. To find out more about this option and the discounts available simply send us an email.

The whole process is complete when we email your consolidated delegate feedback.

Our customers can contact the central Samaritans Workplace training team by calling or emailing them directly via the contact details highlighted below.

Booking a Samaritans training course


020 8394 8349

[email protected]


@samaritans

Contact usTo make a booking or to find out more

about our training and support solutions

Samaritans Enterprises Limited, Incorporated in England and Wales, Registered Number 01451175, having its Registered Office at The Upper Mill, Kingston Road, Ewell, Surrey KT17 2AF

WORKPLACE TRAINING

samaritans · manage every aspect of the booking process ... turn your employees into experts, ......

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