Face To Face

Manage Financial Abuse

Financial abuse can be hard to spot, and even harder to manage, especially when you need to deny a request or set a boundary. 

This one-day program has been designed specifically to provide frontline staff with the practical tools and approach for customers experiencing family and domestic violence and / or suspected financial abuse.
Course Duration 

  • 1 day in person
  • 2 x half days virtual

Resources

Language toolkit
Quick reference guide

Pricing

$6,050.00 inc. GST

plus travel & accommodation if outside of Melbourne or Adelaide.

Learning Outcomes

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  • Raise awareness and learn the types of FDV
  • Understand statistics, causes & contributing factors
  • Unblocking myths
  • Understand the importance of privacy and confidentiality
  • Identify indicators of people experiencing FDV
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  • Understand what is and isn't my role in supporting customers
  • The art of saying 'non' - how to deliver bad news whilst minimising blow back
  • How to identify options and consequences to a customer
  • How to de-escalate an emotional customer or third party
  • How to utilise social norms when delivering judgement
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  • Identify the triggers with active listening
  • Acknowledge the customer's disclosure with empathy
  • Know what questions to ask and what path of action to take
  • Protecting the customer's account and the language for explaining non-disclosure
  • Conducting a warm handover
  • Referring to support services