Conversations with Vulnerable People is an online facilitated course, which is designed to provide training for employees in front and second line roles who need to be able to recognise and respond to vulnerabilities.

Being able to recognise vulnerabilities and to respond to individual situations is becoming even more important as the rapidly rising cost of living creates new vulnerabilities for our customers such as debt or lower financial resilience while making other situations such as illness, abuse or de-stabilising life events more difficult to manage.

The FCA’S “Guidance for firms on the fair treatment of vulnerable customers” published in February 2021 requires that firms should ensure that their staff have the skills and capability to recognise and respond to the needs of vulnerable customers to achieve good outcomes for them and the recent FCA letter to financial services CEO's in June 2022 on supporting customers affected by the rising cost of living has reinforced their expectations.

The course will be delivered digitally over two half-days and will be led by an expert Samaritans facilitator using a variety of tools to encourage interaction and group learning.  This course will help participants to:

• Identify factors that can create vulnerability.
• Assess emotional health using the Emotional Health Scale. 
• Recognise signs of vulnerability in others.
• Explore and practice active listening skills.
• End conversations sensitively and effectively.
• Signpost people to sources of additional support

Who should attend?
This course is aimed at anyone who has contact with vulnerable customers, service users – or colleagues – on a daily basis; and will help them to manage those conversations effectively with confidence and sensitivity. 

"A very informative training session which has given me different ways in how to approach a vulnerability."

"Very good training that will come in useful in our day to day activities and to help support our customers."

"Chris Kenny's delivery brought the content to light in a professional, caring & insightful manner. Having brought the words to life in a safe & genuine manner was the highlight."

(Delegate feedback from our 2023 courses)

  Dates:
  12 & 13 September 2023

  Timings:
  09:30 - 12:30 each day

  Cost:
  £385 per delegate (VAT exempt) - BSA Members only

  Contact:
  Please direct any enquiries to: events@bsa.org.uk