Helping Your Distressed Callers

About the Course

Helping distressed callers and equipping your team with the practical skills they need to manage challenging calls effectively.  These are skills that not only benefit your callers but also support your people’s own mental health.

These skills are not just tools; they’re lifelines. The strategies covered can make a real difference.

Helping Your Distressed Callers

Equip your team to handle challenging calls with confidence, compassion, and resilience.

Handling calls from customers in severe distress requires skill, confidence, and emotional resilience. This two-day training equips frontline staff with practical strategies to manage crisis calls effectively, while safeguarding their own wellbeing.

Delivered by clinical experts in Dialectical Behaviour Therapy (DBT), the course is grounded in evidence and rich with demonstrations tailored to your team’s needs.

What You’ll Learn

• Understand the key principles of crisis intervention
• Apply de-escalation techniques to help callers regain emotional stability
• Use validation and effective communication to build trust
• Develop personal resilience strategies to manage stress and avoid burnout

Evidence-Based Practice

Grounded in research, proven in practice.

DBT is an evidence-based treatment shown to reduce emotional dysregulation and support high-stakes communication.

Build Resilience in Your Team

Give your staff the tools to:

• Manage tough calls with confidence
• Reduce stress and emotional fatigue
• Sustain wellbeing in high-pressure environments

Learn from the Experts

Training is led by world-renowned DBT specialists with deep experience in crisis response, emotional regulation, and staff wellbeing.

Customised for Your Organisation

We tailor the course to your sector, caller profile, and operational challenges, ensuring relevance and immediate impact.

Health & Emergency Services, Helplines & Support Services, Public Sector & Government, Mental Health & Therapy Providers, Corporate & Customer-Facing Roles, Health Insurance, Education & Student Support, Legal & Advocacy Services.