Helpline Skills Training
London & Online

Our Courses

Resilience

Supporting vulnerable clients is rewarding but emotionally demanding, so building resilience is essential to sustain wellbeing, maintain clarity, and continue providing effective, empathetic care.

woman with headset in front of computer screen during a work call in a busy office with seven key communication points

Reflection and Resilience

Listening and responding to people who are in distress on a regular basis can have a cumulative effect on you. Have you been impacted by your engagement with callers? It is essential that you have the right mechanisms in place to protect your own mental health. This course will explore your resilience, provides an opportunity to reflect and shares the tools to enable your own self-care and build resilience.

Reflection & Resilience Let's Chat

man wearing headphones studying at laptop while taking notes in modern workspace with plants and natural light

Vicarious Trauma

Responding to complex calls can impact helpline workers. We look at the distinction between compassion fatigue, burnout and vicarious trauma. How we can mitigate risk, measure the impact and look at creating our own selfcare toolkit.

Vicarious Trauma Let's Chat

Suicide Prevention

Having open and confident conversations about suicide not only reduces stigma and encourages early intervention but also strengthens connections and can be genuinely lifesaving.

a man wearing headphones studying with a laptop and taking notes in a bright indoor environment modern study techniques for effective learning and productivity

Beyond Blue

If you work with callers who are at risk of suicide, our Beyond Blue course will cover all the soft skills, communication skills and knowledge you need to provide effective help. The course will explore questioning techniques, mechanisms of support and provide a supportive space to practise responses.

Beyond Blue Let's Chat

If you would like to learn more about our helpline skills training in London and online, please contact us at Authentic Responses.

Contact Us

Our Approach

Testimonials

Irwin Mitchell ...

Here at Irwin Mitchell we as a full service law firm found that colleagues within the business were occasionally experiencing very difficult calls with clients wherein the individual was making threats of self-harm and even suicide. In order to help our colleagues to effectively deal with these situations we realised that we needed to source experts in this area to help them to confidently signpost the individuals and to not bare the weight of that call.

We met with several organisations but Authentic Responses were by far the most interested in understanding exactly what was happening at IM in order to best equip our colleagues in how to handle this. We met with other companies that had off the shelf products which were just fine but weren’t completely bespoke or the best fit for what we needed.

I can’t thank Priya enough for taking the time to listen to our requirements and to go back and forth with us until the training really was exactly what we knew would help our colleagues to feel empowered in handling these potentially very distressing calls. It really was the extra care that was needed in this case rather than a generic awareness training.

As these things often do – it snowballed with other teams hearing the great feedback on the training – leading to further conversations, different requirements from other areas of the business and again tailoring what they could do to work best for other groups here at Irwin Mitchell.

We have now been working together for years to promote good psychological safety for our colleagues and to arm them with what they need when they’re speaking to someone in distress. Thank you so much for all of your hard work – it’s been amazing working with you.’

Scope...

Priya took the time to understand our motivations for looking for the support and how they could best set up the training so that we'd get the most out it. They asked questions to understand how service delivery so they were able to tailor their sessions to best suit the audience. Really positive experience right from the start.

We have really loved working with Authentic Responses and when we have a training need they are always one of our first points of call.

NRAS, National Rheumatoid Arthritis Society ...

Having had training from various organisations in the past, and from having come to the Helpline Manager's Forum, I genuinely feel I can trust Priya's expertise and experience. Responsive to my initial enquires, took time to understand my requirements and all followed through to a tailored training session.

I feel that Priya really understands the difficulties of working on a Helpline, really cares about providing a good service, really listened to the requirements and needs of the client, and liaise promptly to ensure the experience is as the customer needs.

Galop...

Priya was really accommodating to our needs. Additionally, Priya talked through ideas with us, sent a work book ahead of time so we had space to review and allowed space for us to consistently feed in as needed. We found that they take a modern and up to date approach to helpline work, which we really valued especially as this type of training is few and far between. Additionally, Priya brought their sense of experience and expertise to the space as well - which gave us confidence that they would deliver the training confidently and competently.

Our team really valued the way the trainer managed the space - everyone felt held and that their needs were accommodated. One member really appreciated that the trainer took into consideration the level of experience each person had and ensured this was accommodated and training exercises were delivered in a way that ensured to hold this experience, making sure everyone was on board and understood.