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Course Overview
This half day interactive course will raise awareness and understanding of the factors that may make a customer vulnerable. This includes the ageing process, cognitive difficulties, and mental health issues.
Delegates will participate in an experiential exercise which simulates aspects of sensory loss. This will help to develop empathy and understanding of how a person with vulnerabilities may experience the service or products, including online information, interactive websites, and mobile apps that the organisation provides.
Course Content
- Understanding vulnerability
- The impact of the ageing process
- Mental health and vulnerability
- Demographic changes and their financial importance
- Experiential exercise
- Feedback and reflection on exercise
- Identification of potential improvements in communication and business practice with customers who may be vulnerable
Benefits
Delegates attending this course will gain an understanding of factors that may make a customer vulnerable, along with empathy and an insight into some aspects of sensory loss and vulnerability through participation in a practical exercise.
Course Tutor
Caroline Hayden-Wright
Caroline Hayden-Wright has been an HCPC registered Occupational Therapist for over 30 years and brings a broad range of experience as both a health care practitioner and training consultant. Caroline has successfully delivered this training programme to a wide range of clients within financial services including investment banks and pension providers.
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