Understanding Vulnerability and Respectful Communication (Online)

The course builds staff capability in understanding vulnerability and hardship through a trauma-informed approach, recognising that vulnerability can affect anyone and change over time. Staff develop respectful communication skills and customer engagement techniques that support positive outcomes, along with practical referral options for when customers need extra help.

Participants also get the opportunity to learn alongside peers from financial services, utilities, telecommunications, insurance, government, debt collection and community services, and take fresh, practical insights back to their own teams.

Participants will:

• Recognise the signs and impacts of vulnerability and financial hardship on a customer’s circumstances and their ability to engage.

• Respond confidently with empathetic, respectful, person-centred communication that supports positive customer outcomes.

• Refer customers to appropriate internal and external support services based on their individual needs.