# FRSB and Samaritans to train charities in handling difficult calls from the public

- Link: https://fundraising.co.uk/2011/09/22/frsb-and-samaritans-train-charities-handling-difficult-calls-public/
- Published: 2011-09-22T14:51:07+01:00
- Author: Howard Lake

The Fundraising Standards Board (FRSB) is to work with Samaritans to provide training
for supporter care staff and fundraisers in responding to complaints from unhappy
supporters or members of the public.

The Handling Difficult Contacts course is designed to give delegates the skills 
and confidence to respond sensitively and appropriately to complaints. It is based
on the techniques employed by Samaritans Listening volunteers to effectively respond
to emotional and distressed callers of their helpline.

The programme follows the success of regional training workshops delivered to FRSB
member charities during the year.

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The one-day course teaches skills such as strategies to calm an emotional situation,
techniques to defuse angry and aggressive contacts, showing that callers have been
listened to and understood, and ending contacts sensitively and professionally.

The open course is hosted by FRSB or as a bespoke in-house training programme for
up to 20 individuals.

Alistair McLean, Chief Executive of the self-regulatory body for fundraising, the
Fundraising Standards Board, said: “Looking after your supporters is essential, 
but it isn’t always easy. Complainants can be particularly tricky to handle and 
yet, these sensitive discussion are often the determining factor for whether the
supporter stays or goes. It is crucial that supporter care staff and fundraisers
get it right.”

www.frsb.org.uk

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