• calender-icon Event
  • Posted: 27 Nov 2023

Conversations with vulnerable people online course

27 & 28 February 2024

27
Feb
2024

  • Calender-Icon Time: 09:30 - 12:30
  • Location-Icon Location: Online
  • Admin-Icon Organised By: BSA Events
  • Currency-Icon £385 (BSA Members only)

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. 


"The course was fantastic and well structured.  I learnt a lot from Chris and from other participants, and I am excited to share with my colleagues the techniques and information that I have learnt."

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

"Brilliant!  Was really friendly and comfortable environment to discuss what can be a very difficult subject.  Never was forced to do anything I didn’t want to do which encouraged me to join in more."

(Delegate feedback from our 2023 courses)


agenda-(1).png  Dates:
  
27 & 28 February 2024

sessions.png  Timings:
  09:30 - 12:30 each day

Currency-image.png  Cost:
  £385 per delegate (VAT exempt) - BSA Members only

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

Event Summary

  • Tuesday, 27 February 2024
  • 09:30 - 12:30
  • £385 (BSA Members only)

You may also be interested in...

BSA Card
  • BSA.Event Event
  • Conduct Risk & Regulation

Employment Rights Bill

This webinar will cover a summary of the Employment Rights Bill, with a focus on the proposed changes that will affect Building Societies in particula...

BSA Card
  • BSA.IndustryResponse Industry Response
  • Conduct Risk & Regulation

FOS Consultation on charging Claims Management Companies & other professional representatives

The BSA strongly supports the principle of charging a fee to CMCs.

  • BSA.IndustryResponse Industry Response
  • Conduct Risk & Regulation

GC23-2 FCA Guidance consultation on financial promotions on social media

Our response to FCA GC23-2