Workplace Mental Health Training

There is no question that the stress and pressures on employees continue to grow. Whether it’s dealing with internal or external customers face to face, over the phone or via digital (SMS, live chat etc) the past couple of years with COVID and remote work, in particular, have been tougher on everyone.

But it’s not just tough for our employees dealing with their own challenges, they also need to continually deal with customers, family members, friend and work colleagues who are also more stressed.

The cost of living crisis is alive and well and with many companies struggling to recruit, more often than not, there is an additional workload and a flow on effect of product delays, stock shortages etc. that lead to more frustrations for everyone.

And for employees working in contact centres or on the phones, with many of the simpler customer transactions now automated (when is the last time you rang the bank to check your balance?), they are facing increasingly difficult interactions with customers as typically customers only make contact after the person has already searched online for a quick and easy solution.

This also adds to the pressures – there are no ‘easy’ calls anymore, and each and every interaction requires concentration and the use of increasingly complicated systems.

Mental Health and Employee wellbeing courses for retail staff

The good news is stress management and resilience are skills that can be taught, and equipping your employees with these skills will set them to better handle situations for today and tomorrow, whether they work in the office or onsite.

And the good news keeps on coming…

Businesses receive an average return on investment of $2.30 for every $1 they invest in effective workplace mental health strategies, making investing in mental health a win-win-win situation for employers, employees and customers.

Equipping your employees with the skills they need to succeed

As an employer, it’s your responsibility to equip your employees with the skills they need to succeed at their job – and by and large, most employers are pretty good at ensuring employees know how to operate equipment, understand the products and services, follow core processes and so on.

But when it comes to health and wellbeing, managing difficult customers or even general customer service, there is often an expectation that everyone should just “know what to do” which of course, they don’t.

But being confronted by an angry customer or facing the reality of having to deal with customer after customer no matter how rude they can be challenging for most people.

It’s also been well reported that many people are struggling with the isolation of working remotely. Being away from a support network, having the chats around the office cooler etc, the odd laugh etc is a difficult void to fill

So naturally, when employees aren’t equipped with the right skills to handle those situations, it can impact them in a variety of ways, from increased stress and frustration, sickness, tiredness etc., that can result in them lashing out at customers or colleagues, calling in sick, resigning etc. that is a poor result for both the employee and your business.

And with the difficulties in attracting and retaining staff harder than ever, a small investment in their mental health and wellbeing can make a massive difference!

Employee Wellness courses
Angry retail Customer
Stressed call centre worker
Stressed office worker

Mental Health Workplace Statistics in Australia 

Whilst there has been some improved awareness of mental health in the workplace (and society in general), the statistics below sourced from Beyond Blue, KPMG, World Health Organisation and the Australian Government suggest a lot more needs to be done to support employees.

  • Mental health problems are the third biggest health problem in Australia, after heart disease and cancer.
  • Businesses receive an average return on investment of $2.30 for every $1 they invest in effective workplace mental health strategies, making investing in mental health a win-win situation for employers and employees.
  • A total of 3.2 days per worker are lost each year through workplace stress.
  • Stress-related workers’ compensation claims have doubled in recent years, costing over $10 billion each year.
  • A survey of over 5000 workers indicated that 25% of workers took time off each year for stress-related reasons.
  • In relation to psychological injury claims, work pressure accounts for around half of all claims and harassment and bullying for around a quarter of claims.
  • Preliminary research shows that Australian businesses lose over $6.5 billion each year by failing to provide early intervention/treatment for employees with mental health conditions.
  • Ninety-one per cent of employees believe mental health in the workplace is important. However, only 52 per cent of employees believe their workplace is mentally healthy.
  • Almost fifty per cent of employees have left a workplace due to a poor mental health environment, while 60% of employees working in a mentally healthy workplace were more committed to their job.
  • One in five Australians (21%) have taken time off work in the past 12 months because they felt stressed, anxious, depressed or mentally unhealthy.
  • According to the World Health Organisation, 1 in 4 people in any one year, will experience emotional and mental distress such that if they were to see a clinician, they would be diagnosed with a mental illness

Who are these courses suitable for?

Whether your employees work in an office, a call centre (or contact centre as they are now called), a retail store, warehouses, cafes & restaurants or remotely at home, these courses are suitable!

Whilst each business sector and industry requires a range of different skills at our core, we are all human beings. Good health, stress management, resilience skills etc have been refined for decades and whilst we are all a little different, the skills we teach have all stood the test of time.

Mental health training for call centre and admin employees

Public or Private delivery options

Our Workplace Mental Health and Wellbeing Courses can be delivered in person or online via ZOOM teleconferencing with both Public and Private training courses available.

Public Courses

Our Public Workplace Mental Health and Wellbeing training courses have the times and dates fixed to enable you to plan ahead and align with your induction programs, rosters, annual leave commitments and so on.

They can be perfect for one person or small teams that in addition to learning some great new skills, the public courses can also be a great way to meet others in the same industry and help to build a professional network which can be crucial to better health and wellbeing.

If you would like to have more flexibility on the dates, times and content please refer to our private options.

View upcoming public dates at the bottom of this page!

Private Courses

Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.

Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business (where applicable) rather than generic ones we use in our public courses.

Learn more about our private courses >

About CX Skills

CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we are proudly Australian-owned and operated.

We’re grateful to have been trusted by hundreds of customers, and we’re proud of the amazing customer testimonials we’ve received, so you can rest assured that when you book a training course with CX Skills, your training is in good hands.

CX Skills Australia Training Courses
CX SkillsExcellentCX Skills5.0 Based on 33 reviews fromSee all reviewsTrisha BridgeTrisha Bridge ★★★★★ I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!Response from the ownerThanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/ Angela CavallaroAngela Cavallaro ★★★★★ I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!Response from the ownerThanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review! Kira DomanicoKira Domanico ★★★★★ Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.Response from the ownerThanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great! Alison JuchaAlison Jucha ★★★★★ The best course I have taken in 4 decades of customer service.Response from the ownerOh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂 Yvonne BilneyYvonne Bilney ★★★★★ Great course delivery and awesome techniques to use with customers.Response from the ownerThanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course! K MK M ★★★★★ Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!Response from the ownerThanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got! Joyi LuJoyi Lu ★★★★★ Great company to work with. Excellent training course with trainers that really bring the content to life!Response from the ownerThanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious! EloiseEloise ★★★★★ Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.Response from the ownerThanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂 Raheel AlmasRaheel Almas ★★★★★ Highly Recommended!Todd JohnsonTodd Johnson ★★★★★ I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.Response from the ownerThanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin Sheree LaursenSheree Laursen ★★★★★ Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.Response from the ownerThanks Sheree for taking the time to leave us a review and glad you enjoyed the course! Keira SmithKeira Smith ★★★★★ Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!Response from the ownerThanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin Jamie LeonardJamie Leonard ★★★★★ I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!Response from the ownerAwesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it! GVW IntranetGVW Intranet ★★★★★ I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. HelenResponse from the ownerThanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking! Jim RoddJim Rodd ★★★★★ The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.Response from the ownerThanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin Sam PetrouliasSam Petroulias ★★★★★ Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!Response from the ownerThanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career. Dirk van NoortDirk van Noort ★★★★★ Response from the ownerThanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture! Rebecca GossRebecca Goss ★★★★★ We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec GossResponse from the ownerWow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers! Marianne RutzMarianne Rutz ★★★★★ This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!Response from the ownerThanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick! Rachael LoweRachael Lowe ★★★★★ The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.Response from the ownerThanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA! Eva PEva P ★★★★★ I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.Response from the ownerThanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂 Rory LynchRory Lynch ★★★★★ I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.Response from the ownerThanks Rory, appreciate you taking the time to send us in a review! Lee SiefkenLee Siefken ★★★★★ Game-changing training and insight. Highly recommend CX Skills training program.Response from the ownerThanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre. Vanessa GraltonVanessa Gralton ★★★★★ An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.Response from the ownerThanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation! Adrian PowellAdrian Powell ★★★★★ Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!Response from the ownerThanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program! Monica MalgariniMonica Malgarini ★★★★★ Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.Response from the ownerThanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team. Chris RemnantChris Remnant ★★★★★ The training provided manages to take complex sales strategies and make them easy to understand and implicate in a sales call. It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.This training took efficient, tried and tested sales concepts and expand on them to not only generate higher conversion, but a more positive customer experience.Aside from the training, which was amazing, Simon - the trainer - was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.I would recommend CX Group to anyone who will listen!Response from the ownerThanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process! Nicole FieldNicole Field ★★★★★ I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.Response from the ownerThanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes. Badri PokhrelBadri Pokhrel ★★★★★ Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.Response from the ownerThank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life! Sarsha SSarsha S ★★★★★ Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.Response from the ownerThanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey! Katherine Robshaw Ed DeptKatherine Robshaw Ed Dept ★★★★★ Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.Response from the ownerThanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples! Linda PLinda P ★★★★☆ Response from the ownerThanks Linda, great to have you in our course! Kaylee GerbesKaylee Gerbes ★★★★★ Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.Response from the ownerThanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future! js_loader

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We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >

Mental Health and Wellbeing Courses

Click on the buttons below to learn more about the specific courses we offer or scroll to the bottom of this page for the upcoming public dates for courses that you can purchase a ticket for instantly.

Got questions about any of these courses? Want to discuss options for training your whole team or centre? Contact us on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >

Upcoming Public Training Dates for Employee Wellbeing-Related Courses