Course curriculum

  • 01
    Welcome to the course!
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    • Welcome!
    • How to complete this training
  • 02
    Chapter 1: History of vulnerability
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    • History
    • The FCA and vulnerability
    • Protocols - Download
  • 03
    Chapter 2: Defining vulnerability
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    • Identifying vulnerable customers - what does vulnerable mean?
    • Defining Vulnerability - Key Points
    • Next
    • Four Drivers Quiz
    • Spectrum Quiz
    • Drivers of vulnerability
    • Drivers of vulnerability - download
  • 04
    Chapter 3: Why is Fair Treatment of Vulnerable Customers Important?
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    • Why fair treatment is important
    • Video explanation
    • Regulatory Reasons
  • 05
    Chapter 4: Identifying vulnerable customers
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    • How to identify vulnerable customers
    • 'CARE' protocol for identifying vulnerable customers
    • Identifying vulnerable customers - Test your learning
  • 06
    Chapter 5: Recording vulnerability
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    • Recording Vulnerability
    • Recording Vulnerability Quiz
    • Consent - Golden Rule
  • 07
    Chapter 6: Soft Skills
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    • Aims of the conversation
    • Why is 'how' we say things important?
    • Guiding the conversation
    • Guiding the conversation
  • 08
    Chapter 7 - Solutions and offering support
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    • Cause v Effect
    • Support options
    • Support solutions
    • Signposting - list of external support providers
  • 09
    Chapter 8: Designing products and services
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    • Design
    • Data Capture
  • 10
    Next steps
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    • Final Exam
    • Final Exam
    • Congratulations, you have completed your training