Face to Face

The Grey Zone Of Vulnerability

This training focuses on recognising that it isn't our role to diagnose someone as 'vulnerable'. Rather it is to learn to identify common indicators of vulnerability (especially the more hidden & subtle cues) and then how to shift and adjust to needs of the customer.
Course Duration 

  • Half day
  • Available face to face or virtual

Resources

Language toolkit
Quick reference guide

Pricing

$3,300.00 inc. GST

plus travel & accommodation if outside of Melbourne or Adelaide.

Learning Outcomes

Understanding Vulnerability

  • Understanding of literacy, trauma & mental health and how this increases a customer's risk and vulnerability.
  • The psychology of a reactive a customer. 
  • How to identify mental capacity triggers.
  • Learn how to best manage the customer and what support options are available

Empathy and Soft Skills

  • Learn the difference between empathy, sympathy and apathy to maintain your boundaries with a customer 
  • Learn how to listen for empathy triggers and apply empathy in a acknowledging a customer’s emotion. 
  • Learn why this is the key ingredient to connecting with your customer and for dealing with customer emotion, including frustration and heightened customers 
  • Learn how to change approach for vulnerable customers and identify triggers for conflict that you can pro-actively avoid 
  • Learn how to make customer accountable/own the solution without using heavy words