Understanding vulnerability and managing difficult conversations
Vulnerable situations are not like a switch where it is either ‘on’ or ‘off’, instead it’s more like a spectrum where the lower end of the spectrum is ‘managing independently’ and the upper end is ‘not managing at all’.
This module provides a clear and practical overview of how customers in vulnerable situations should be identified, supported and treated fairly. Learners will gain an understanding of individual and organisational responsibilities.
By completing this module, learners will be able to identify signs of vulnerability, understand how vulnerability affects customer behaviour and decision‑making, and respond confidently using recognised frameworks. They will know how to manage difficult conversations, handle disclosures lawfully under UK GDPR, and apply appropriate solutions that support fair, sustainable customer outcomes across both front‑line and back‑office roles.
Introduction to the module
Key Information
Cost - up to 10 licences
£55 + VAT per module (member) £75 + VAT per module (non-member)
Cost - more than 10 licences
£45 + VAT per module (member) £65 + VAT per module (non-member)
Length of Course
Each module takes approximately one hour to complete.
Activation period
Each module is active for 12 months from the activation date
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