Mental Health in a Public Role

Who is the course for?

The course is aimed at anyone that deals with the public within their role, whether face to face or over the telephone.

Course Aims

• To give delegates an awareness of mental health and mental illness and how this can drive behaviour.
• To understand how to spot the signs of mental illness and how to manage the situations effectively to ensure wellbeing of customers while ensuring they themselves stay confident and safe.
• To support colleagues to have control over situations and tailor their actions based on the customer they are dealing with.
• To give awareness of the types of mental illness they may come into contact with and how to deal with each.
• To enable delegates to have difficult conversations and know where they can access support should they require it.

The Course will cover:

• An awareness of Mental Health and Mental Illness.
• How does mental illness affect your customers and what is your experience so far.
• Mental Illness and how to spot the signs/ how does it present itself.
• Mental Capacity Act (MCA)2005 and how does this apply to you.
• Assessing the situation and staying safe.
• Dealing with difficult situations including suicidal thoughts.
• Having better conversations with customers.
• Personal Resilience.
• Your impact on the situation and how to get the best results.
• Support available when required.

By the End of the session you will be able to:

• Understand the impact you have when interacting with customers.
• Be aware of the signs of mental illness and what you need to do when you come across it.
• Have conversations which may not be part of your process to ensure customers wellbeing is taken care of.
• Understand the Mental Capacity Act 2005 and how this applies to you within your role and steps that should be taken when dealing with customers with mental illness (including drugs and alcohol abuse).
• Be able to feel confident and in control of situations when dealing with Mental illness and know how to stay safe.
• Understand how our thoughts drive our behaviour.
• Be Aware of what makes you personally resilient and how to maximise this when times are tuff.
• Know what support is available within your role and where to find information should you need it.

Groups are limited to 16 which allows you to develop your skills with your fellow delegates and ensures one to one support when required.

Refreshments & lunch is provided. All course material is included within the investment price.