Handling Challenging Calls on the Support Line
Often when we think of people who call the Support Line, we imagine them to be sad and worried. While this is often the case, mental health issues and mental health distress can present in many different ways and some of the calls that you may answer in your volunteering role may be challenging. A caller may be angry, frustrated, irritable and this can manifest as more challenging conversations on the line. It may leave you feeling uncomfortable and unsure about how to handle this type of call in a professional way.
In this course we shall look at the more common types of difficult calls and how you can handle them both compassionately and assertively.
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