Head Level - Skills for Call Handlers 28-29 January 2027

Build resilience, reduce risk, and protect staff wellbeing. Evidence‑based DBT skills adapted for frontline teams who handle highly distressed customers, clients, or members of the public — while safeguarding their own mental health. Delivered by Dr Christine Dunkley.

Course focus: practical, repeatable skills your people can use on their very next call or customer interaction.

Modules and benefits

Emotion Regulation

For your staff: Stay composed and make clearer decisions in high‑pressure moments.

For your customers: More measured, consistent responses that prevent escalation.

Mindfulness

For your staff: Maintain focus and presence during challenging conversations.

For your customers: Feel heard, understood, and contained — improving trust and safety.

Distress Tolerance

For your staff: Practical techniques to manage crisis‑level interactions without emotional fatigue or burnout.

For your customers: Immediate strategies that reduce distress and stabilise the situation.

Interpersonal Effectiveness

For your staff: Communicate boundaries, support, and next steps with clarity and confidence.

For your customers: Receive clearer guidance, faster de-escalation, and more effective outcomes.

Some of the sectors we work with.

• contact centres
• financial services
• housing associations
• utilities
• insurance
• transport
• hospitality
• retail