Managing Suicidal Customer Conversations


Having difficult and serious customer conversations about suicide can be upsetting for all concerned.

A confident, compassionate and considered response during these conversations can make the individual feel visible, valued and listened to. This increases the chance of them accessing and receiving the specialist support they need to cope.


Put simply, our response can make a difference between life and death.


This half-day training course is ideal for anyone who regularly handles sensitive customer conversations, especially when the subject of suicide arises. The course also covers how to build and maintain personal mental and emotional resilience during and after these conversations.

Delegates will have the opportunity to reflect, share good practices and participate in course activities and case study discussions.

What you will learn

Learning Objectives:

  • Identifying and supporting an individual in crisis
  • Understand the importance of listening and responding empathetically
  • Build a toolkit of questions and responses and know when and how to use them
  • Know how to respond in an emergency during the conversation
  • Recognise the importance of self-care after difficult conversations
  • Apply the knowledge gained from the course to better support customers during distressing conversations

Course Content

Understanding suicide

  • Definition and terminology
  • Statistics and impacts
  • Risk Factors
  • Indicators


Responding empathetically

  • Stopping the conversation
  • Active listening and S.H.U.S.H
  • Questions and responses
  • Responding in an emergency
  • The importance of signposting


Looking after yourself

  • Understanding personal needs
  • Emotional Resilience
  • Physical well-being
  • Circle of Control
  • Supporting colleagues

Please note:
Suicide can be a triggering and upsetting subject to talk about. It is important to remember that delegates attending this course may need an opportunity to quietly reflect or talk to someone they trust following the course.


Further information

Helen Pettifer Training Ltd
Helen Pettifer Training Ltd
3.5 Hours

Contact Information

Helen Pettifer Training Ltd

4 Cromwell Court
New Street
HP20 2PB