Core Module

5a. Asking Questions (5aCM-AQ-IFA)

The aim of this module is to introduce 3 questioning protocols that will help colleagues to manage conversations with customers where a vulnerability is disclosed. On completion of the course, a colleague will be able to demonstrate where the protocols are located within The Signpost database and how using them will deliver compliant and compassionate communication. Specifically, the course covers the TEXAS, IDEA & CARERS questioning protocols which are all essential building blocks for empathic conversations that offer support and meet industry regulations.
  • The Golden Rule
  • Discussion on empathy
  • Brené Brown on Empathy vs Sympathy
  • TEXAS protocol for disclosures of vulnerability
  • Discussion on Context of Concern
  • IDEA protocol for understanding support needs
  • Quiz on the IDEA question protocol
  • CARERS drill for supporting customer's carers
  • CARERS drill quiz
  • The Vulnerability Registration Service
  • Asking Questions Feedback Survey
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: 1 year