picture of people doing a training exercise

For over 50 years Lifeline has specialised in providing telephone support to New Zealanders experiencing emotional distress.

Using international best-practice and evidence-lead ‘brief-intervention’ support methodology, Lifeline staff and volunteers support nearly 500,000 New Zealanders each year across a range of community and government-funded helplines. Increasingly, call centre staff in corporate and government organisations receive calls from emotionally distressed clients. Recent changes to Health & Safety legislation mean this situation requires staff to be trained and confident in handling such calls, as well as knowing your organisations processes for providing further support.

These calls can be challenging for staff to manage effectively and may result in staff stress, absenteeism and, ultimately, higher staff turnover. Using Lifeline’s considerable experience together with international best-practice frameworks, Lifeline is pleased to offer a range of telephone training workshops and seminars to organisations. Courses are designed to help staff successfully manage their interactions with emotionally distressed callers, in a way that supports both the caller and the staff member.

Training Content

Our training seminars and workshops can be tailor-made to suit your organisation’s requirements and can be anywhere from 1 hour to week long, depending on your needs. We identify and focus on key areas specific to your business and ensure our training resources and participant activities support key identifiable learning outcomes Areas we can support your staff safety and professional development include:

  • Recognising patterns of conflict unique to communicating by telephone
  • Identifying different stages of conflict escalation and knowing how to de-escalate within a call
  • Recognising strategies to maintain calm and professional during difficult phone calls
  • Using specific skills to structure and focus a purposeful ‘Helping Conversation’
  • Using a range of skills to identify suicide risk within a call, and understanding options for supporting a caller
  • Using organisational processes, and personal coping strategies to manage the impact of conflict and aggression
  • Understanding and practicing self-care skills both during and after a call

For information about Lifeline’s range of tailor made training seminars and workshops, please contact us here or email