At Authentic Responses, we equip teams and individuals with the tools to create professional, compassionate, and effective interactions. Whether your staff support clients, customers, members of the public, or individuals in distress, our training empowers them to respond with clarity, confidence, and care.
We understand the emotional and practical demands of working on the front line—especially in environments where conversations can be sensitive, complex, or high‑stakes. We provide specialist emotional intelligence training and coaching designed to strengthen resilience, enhance emotional awareness, and maintain mental well‑being.
With over 20 years of experience in the helpline and communication skills sector, we deliver specialist programmes for:
Business teams managing customer support and client care
Law firms dealing with sensitive client disclosures
Insurance providers navigating difficult or emotional claims conversations
Charities, public services, and local authorities supporting vulnerable individuals
Helpline managers, staff, and volunteers seeking foundational or advanced skills
Our emotional intelligence training courses are practical, evidence‑based, and built around real‑world scenarios, ensuring your team feels prepared, capable, and supported.
We believe in real conversations and practical solutions. Our training is grounded in honesty, empathy, and real-world experience. We create a safe space where people can learn, grow, and apply skills that truly make a difference
Our programs are designed specifically for your organisation. We take the time to understand your goals, challenges, and culture, then create a tailored response that delivers measurable impact.
We work together with you to design and deliver training that reflects your goals and culture. Our sessions encourage active participation, shared learning, and teamwork.
Whether you are looking for training for your team or the wider organisation, we can design bespoke emotional intelligence training that is shaped to your operational and strategic objectives.
Our Wellbeing Workshops are designed to support individuals and teams working in demanding environments. Blending practical techniques with empathy and real-world experience, these interactive sessions focus on resilience, stress management, self care, and building healthy boundaries.
Our development courses are designed to empower teams working in the helpline sector. Whether you're aiming to strengthen your service, support your staff, or establish a brand-new helpline, our training provides the practical skills and frameworks you need. We focus on real-world challenges, fostering authentic conversations and collaborative learning that help your service grow in confidence, effectiveness, and positive impact.
Our Helpline Managers Forum offers a confidential, supportive community for everyone involved in managing a helpline service, from team leaders and managers to information leads and volunteer coordinators.
Coaching offers a confidential space to talk things through with someone independent and unbiased, who can listen carefully, act as a sounding board, and help you explore clear, constructive ways forward.
At Authentic Responses, we create a warm, supportive learning environment where you can build the essential skills needed to support the people who contact your service.
We know every organisation and every individual is different. That's why we design our training to be flexible, adaptive, and shaped around your needs. Our facilitative style means we work with you, not at you, to make sure what you learn is practical, relevant, and immediately useful.
With extensive experience in the helpline sector, we're passionate about helping people help others. Our goal is simple: to give you the confidence, tools, and techniques to deliver high‑quality interactions on every call.
Authentic Responses is led by Priya Shah, an Accredited Trainer and Coach with over 15 years' experience working with national and local charities, councils, and government departments. If you're feeling the strain of supporting others, or overwhelmed by complex enquiries, Priya offers a safe, encouraging space to build resilience and regain confidence.
We offer courses for individuals as well as bespoke training for teams, delivered in London or online.
If you'd like to learn more about our helpline skills coaching and emotional intelligence training, we'd love to hear from you. Reach out to Authentic Responses and let's strengthen your skills, together.
Organisations we have worked with
