Money Advice Trust > For creditors > Training for companies > Building personal resilience

Building personal resilience - Online virtual classroom


Firms and their staff play a crucial role in supporting customers in vulnerable circumstances.

However, staff can sometimes be presented with difficult situations that over time can have an effect on their wellbeing both emotionally and professionally.
It is important for your workplace to have measures in place to support your staff so that they can help your customers effectively.
Course outline
The aim of this course is to provide your staff with the knowledge and practical steps on improving their personal resilience.Who is it for?
All frontline, customer-facing staff, management, specialist teams, back office staff and relevant suppliers. 
 What’s covered?
  • Why do people react the way they do?
  • Identifying and exploring personal boundaries and triggers
  • Practical steps to take when you are in 'the moment'
  • Looking after yourself both during and after an interaction with a vulnerable customers

Benefits to you:

  • Improve your reputation as a responsible organisation that treats staff and customers fairly
  • The course is hosted online, providing you with a flexible schedule and environment to suit your staff as they can attend from anywhere
  • Improve your overall workplace environment with a more resilient workforce and organisation which can result in increased productivity
  • Improve your reputation as an employer who supports staff
  • Reduction in staff sickness levels
Training options
  • NEW: Remote learning: we deliver this 3.5 hour long session through our online virtual classroom software, Adobe Connect  
Contact us for more information
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Why choose our training? 
  • Our expertise: Our training is led by senior consultants Chris Fitch and Colin Trend who created industry-wide models, including TEXAS and IDEA, to identify and support people in vulnerable circumstances. We also train the majority of the debt advice sector
  • Practical: Our training is designed with your staff in mind, and the roles they occupy. It is more than ‘awareness raising’ training as it describes how to practically respond to everyday challenges in your sector
  • Decades of experience: Our training draws on the insight we’ve gained across our National Debtline and Business Debtline services that support hundreds of thousands of people yearly
  • Proceeds go to the Money Advice Trust: Your money is reinvested into the Trust, and our National Debtline and Business Debtline services
  • Up-to-date content: Our courses are updated regularly with the latest research into vulnerabilities

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