Workplace Training

Interpersonal Strategies for Underwriting

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Underwriting staff face unique challenges in their role often due to the high work demands, increasingly complex applications and the need to manage challenging interactions and deliver difficult news in an empathetic manner.

SuperFriend’s Interpersonal Strategies for Underwriting course provides practical skills to help them manage challenges in their role so they can thrive.

About this course

This course provides an ideal introduction to understanding mental illness aligned to FSC Standard 21, understanding risk and protective factors and strategies to manage and de-escalate challenging calls.

It builds the capability of underwriters to positively engage and interact more effectively with their customers, acknowledging the challenges to the role and that some interactions are more difficult than others.

Making a commitment to supporting workers in this area demonstrates that the organisation understands that their work is challenging and is here to support them, as well as investing in their professional development.

After completing this course, learners will have an increased understanding of mental health conditions, techniques to support positive communication, and considerations when speaking with someone in distress.

The optional workshop provides the opportunity to practice and embed the skills learnt in the online course, giving participants the confidence to recognise triggers and to manage and de-escalate challenging calls.

What’s included

This course includes the following online learning modules for contact centre staff:

  • Understanding mental illness (as stipulated in FSC-Standard 21)
  • Managing challenging interactions
  • Person-centred communications for underwriters

To complete Positive Interactions for Underwriting, learners first need to complete the prerequisite course Workplace Mental Health Essentials For All Staff, which must be purchased separately. This course includes the following online modules:

  • Introduction to mental health and wellbeing
  • Employee legal rights and responsibilities related to mental health
  • Peer support
  • Building positive relationships
  • Looking after yourself

Add on a facilitated workshop

Bundle a facilitated workshop with this course! All our workshops can be delivered online or in your workplace, and are led by a SuperFriend workplace mental health expert.

3 short online modules (45mins)

Facilitated workshop (optional):
90 minutes, up to 20 participants.

Resources: Access to additional supporting resources – tools, tip sheets, videos, articles.

  • Person-centred communication techniques

  • Understanding mental illness

  • Identifying risk and protective factors

  • De-escalation strategies

  • Managing challenging interactions

This course is recommended for underwriters

Online learning:
$45+GST per learner*

*Partners – no charge within allocation, please contact us.

Download course overview

Interpersonal Strategies for Underwriting Workshop

Learn more

Not sure where to start? Our workplace mental health experts are here to help you.

Book a 15 minute chat