Introduction to Helpline Work
A course for people new to helpline work, to introduce and develop key skills and offer an opportunity to network...
Read MoreE Learning Courses
Overview 5 quick and comprehensive units that cover all the basics of helpline work enabling new recruits to quickly progress...
Read MoreExtending Helpline Skills
Overview A course for those with some experience which provides opportunities to develop and extend skills for handling more exacting...
Read MoreSupervisory Skills For Managers
Overview Providing good supervision to helpline workers is one of the most important parts of a manager’s role. Good supervision...
Read MoreRefresh and Recharge
Overview This course looks at how burnout can take hold, how to recognise the signs and develop strategies to stop...
Read MoreEnsuring High Standards
Overview There are a multitude of legal and professional responsibilities that fall on helpline coordinators, managers and directors. This course...
Read MoreDelayed Chat Helpline Skills
Overview Written helpline communications demand a different set of skills to phone. This course examines the pros and cons of...
Read MoreHandling Challenging Calls
Overview Working with the callers we may dread! Those who are angry, aggressive, suicidal, argumentative and seasoned complainers as well...
Read MoreLive Chat Helpline Skills
Overview Live chat or instant messaging can be one of the most challenging helpline channels. Speed is essential. There is...
Read More