Overview
Suicidal thoughts can stem from a range of complex issues and emotions, which may be intensified during times of crisis. It can be difficult to recognise the signs that someone may be experiencing suicidal thoughts, and both challenging and distressing when trying to provide support.
Responding with care and empathy can help individuals feel seen, heard, and valued, while also guiding them towards appropriate specialist support.
This course will improve your understanding of suicide while providing you with a practical toolkit to respond effectively when the topic is raised. It will also help you to build personal resilience and emotional wellbeing during and after these conversations.
Learning Outcomes
- Understand the complex nature of suicide and identify behaviours that may indicate suicidal thoughts
- Understand the importance and role of listening and responding empathetically
- Build a toolkit of questions and responses and know when and how to use them
- Know how to respond in an emergency during the conversation
Pre Course Video
Agenda
9:30
Registration and GovPD Welcome Address
9:35
Session One
- Understanding Suicide
- Definition and Terminology
- Statistics and Impacts
- Indicators
- Risk Factors
10:30
Morning Break
10:40
Session Two
- Responding to and supporting someone in crisis
- Active listening
- Helpful and empathetic questions and responses
- The BLAKE protocol
- Signposting
- Responding in an emergency
12:10
Break
12:20
Session Three
- Looking after yourself
- Understanding compassion fatigue
- Emotional resilience
- Physical wellbeing
- Circle of control
13.00
Trainer's Summary and Close
*Programme subject to change.
Who Should attend?
This course is designed for professionals who may encounter individuals experiencing distress, crisis, or suicidal thoughts as part of their role. It is particularly suitable for:
- Customer service and frontline staff
- Public sector, NHS and local authority employees
- Housing, social care and community support professionals
- Contact centre and helpline staff
- HR, wellbeing and employee support professionals
- Managers and team leaders responsible for staff or customer welfare
- Financial services and utilities professionals supporting vulnerable customers
- Education, charity and voluntary sector workers
- Anyone who may need to respond compassionately and appropriately to conversations involving suicide, self-harm or emotional distress
The course is suitable for both experienced professionals seeking to strengthen their confidence and response skills, and those newer to supporting vulnerable individuals who want practical guidance on handling sensitive conversations safely and empathetically.
Course Instructor
Helen Pettifer
Helen Pettifer is a Customer Service consultant and trainer, specialising in consumer vulnerability since early 2018.
Helen has built up a strong brand reputation for her work in raising awareness and understanding within organisations on how they can best support vulnerable customers.
This work has been delivered across all sectors, however predominantly within the financial and public sector.
Helen is regularly invited to speak at conferences, forums and on webinars and podcasts. At the end of 2019 Helen launched her own podcast entitled ‘Unlocking Vulnerability’.
Get In Touch