Relative Responders

For anyone who may have to deal with concerned relatives and friends during an emergency or major incident. This one day course run alongside a highly trained trauma counsellor with experience in dealing with serious injuries and fatalities. A very intense day dealing with all aspects of contact with friends and relatives, via telephone calls and face to face meetings. The course trains participants to deal with serious issues while keeping emotions under control and is key to communication on a personal level with staff and family members in a crisis situation. A simulated exercise and telephone calls are used to add realism to the day.

The day starts with a look at reasons for emotional reaction to certain images and events. We explain in detail why people react in certain ways and show up to date video examples to illustrate these points. By demonstrating typical responses to different events it allows participants to understand why the callers will behave in a certain way. From handling the aggressive caller who is looking for someone to blame to the distraught parent who just needs re-assurance, this section will begin to show how simple techniques can be used to ensure that the caller is heard and their emotional needs are met. This is a very interactive session and it also assists in the team building part of the day - vitally important during any incident where a relative support team has been called in.

Once participants have a better understanding of this fascinating subject, the basic scenario is issued and the practical side of the course begins. The entire day depends on role play from callers and responders. Course participants are given many opportunities to adopt both roles. By acting as a concerned, angry or distressed relative, they see it from the callers position and this in turn is extremely helpful when taking on the role of relative support responder.

Full feedback takes place directly after each call session and all participants are invited to add their comments to assist in the feedback and critique process. As part of this vital training day, company procedures are discussed including basic room set up, operating of equipment, the limitations on information during the early stages of any incident and the role of the emergency services in the case of serious injury or fatalities. Call log sheets are used during the simulation, we look at the role of team leader and the expectations of Human Resources involvement both during and after the event. Welfare of the responder is often overlooked during an incident so, once again, the value of time outs, rotation of teams and flagging up potential difficulties that some responders may face is all covered during the day. Feedback from our relative support training course has been 100% positive since we started and our training team are available after the session for one to one discussions on any areas of concern that may have been brought to light during the day.

Between 10-12 participants can be accommodated during the initial one days course and 6- 8 people can take part in the annual half day refresher session.

“Professional media and relative responders training can protect and even enhance the reputation of your company during a crisis”