Course Overview

A solution focused approach is a future-focused, goal-orientated method that highlights the importance of searching for solutions rather than focusing on problems.

The theory concentrates on what is working in people’s lives, as opposed to what isn’t. This often helps people to work out how to improve the parts of their lives that are causing them internal/external conflict.

When we are seeking solutions, it is not always helpful to get bogged down in the details. We want results, not a narrative about how or why things became the way they are.

This is the theory behind a solution focused approach. It is often more important to find solutions than it is to analyse the problems in meticulous detail.

Target Audience
This training course is suitable for those who work in a customer or client support service or advisory role which entails direct contact with the general public. This may be in departments such as: 

  • Housing 
  • Benefits 
  • Employment 
  • Children and Family Services 

They may also be supporting people who suffer mental health difficulties, anxieties, complex needs, or other health problems, and who are generally vulnerable and who often feel the need to express their backstory in order to explain their situation. 

Training Objectives

At the end of this training course, participants will be better able to:- 

  • Support others without taking ownership of other people’s problems 
  • Understand and implement boundaries when working 
  • Know the right things to say and do, in a variety of situations 
  • Have the ability to leave stressful situations at work and not get personally involved 
  • End conversations or move people on especially when the conversation may have gone off track or is becoming ‘difficult’ 
  • Deal sensitively with clients or customers who may be distressed and emotional 
  • Talk sympathetically to terminally ill people and their families 
  • Recognise if someone is a threat to themselves or others 


Course Content

  • What is a Solution Focused Approach? – How this approach is different 
  • How we learn and develop new skills 
  • Reinforcement – Innate Needs/Resources 
  • Understanding Behaviour 
  • Emotional Needs and Mental Distress 
  • Extracting High Quality Information 
  • Knowing your Boundaries 
  • How to ‘Acknowledge and Move on’ 
  • Signposting 
  • Having Solution Focused Conversations 
  • Asking Solution Focused Questions 
    • Probing – Challenging – Miracle Questions – Rating Questions
  • Advanced Active Listening 
  • Private Conversations in Public Areas 
  • Strategies for Leaving Work at Work 
  • Taking Care of Yourself 
Have a question?

Let’s get this conversation started. Tell us a bit about your requirements and we’ll be in touch.

“I was positively surprised by the content of the session. I did not expect such greatly therapeutic approach to customer solutions. It made me re-evaluate my understanding of my current role.”

Colchester Borough Council

What you need to bring for these courses when delivered as a virtual classroom.

For virtual classroom courses, you will need:

  • Computer with Internet Access
  • Microphone and Headset
  • Webcam
  • Microsoft Teams
  • A dual monitor setup is recommended for IT training
Upcoming Courses
Get in touch via our contact form or call us on 01473 414 414