Workplace Training

Positive Interactions for Contact Centre Staff Course

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Overview

Contact centre staff face unique challenges in their role often due to the high work demands, managing challenging interactions, high levels of performance management, and limited development opportunities.

SuperFriend’s Positive Interactions for Contact Centre staff 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 contact centre staff 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 which make up the Workplace Mental Health Essentials For All Staff course:

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

PLUS the following online learning modules for contact centre staff:

  • Understanding mental illness (as stipulated in FSC-Standard 21)
  • Managing challenging interactions

Add on a facilitated workshop

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

Modules:
7 short online modules (100mins)

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

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

  • Understanding mental illness

  • Identifying risk and protective factors

  • De-escalation strategies

  • Managing challenging interactions

  • Biopsychosocial model

This course is recommended for all contact centre staff

Online learning:
$45+GST per learner*

Bundle and save – add the facilitated workshop:
$2871+GST per 20 learners*

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

Download course overview

Positive Interactions for Contact Centre Staff Workshop

Learn more

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

Book a 15 min chat