Support service users through emotional distress 

Whether you provide health or social care, knowing how to respond when someone’s struggling with their emotions can make a real difference to their experience – as well as yours. 

This short online course gives you practical strategies for offering the right support when emotions run high, helping people feel safe, respected, and ready to engage with services.

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Why is this course important? 

People experience emotional difficulties for many reasons, such as trauma, loss, stress, illness, and neurodivergence. 

They may express this by becoming angry, fearful, or withdrawn, finding it hard to communicate their feelings to those around them. These emotions might even lead to behaviours that are harmful to others or to the person themselves. 

The way you handle such situations is crucial. While a confrontational or dismissive response is likely to worsen someone’s distress, a calm and compassionate approach can help them feel safe and regain a sense of control. 

This course introduces a hands-on, step-by-step framework for responding to emotional distress in patients and service users. You’ll be able to recognise possible causes of unexpected behaviours, respond empathetically, and find a constructive way forward while maintaining your own boundaries.

By the end of the course, you’ll be able to:

You’ll learn how to: 

• understand possible causes of emotional distress 
• calm and reassure service users who are feeling overwhelmed 
• de-escalate difficult situations with confidence 
• find appropriate resolutions within the boundaries of your role and when to signpost to other services. 

This learning will help you build trust with those in your care so that they can engage with vital support and services. You’ll also be able to create calmer environments that benefit other patients and service users, while protecting your own wellbeing in high-pressure situations. 

Complete the course at a time and pace that suits you, developing your skills through a care-based scenario, expert video insights, reflective activities, and a short assessment. You’ll receive a downloadable toolkit to guide you through future challenges, as well as a digital badge that recognises your professional development.