Overview

A course for those with some experience which provides opportunities to develop and extend skills for handling more exacting and demanding calls. As well as developing in call techniques it will include worker self-care skills.

The Course will cover

  • Assessing the content of the call and your role in the call process – helping the caller through the call, keeping within the remit of the helpline and maintaining boundaries.
  • Developing enhanced active listening skills focusing on dealing with distress, managing anger, and silence and recognised persistent callers.
  • Employing appropriate skills to end different types of calls including with callers not ready to end the call.
  • Considering reflective practice
  • Looking after yourself after the call / session

Feedback

‘Thank you so much! Such a helpful , information day and a great chance to meet other colleagues’ ‘Well run and content really appropriate’

Virtual Sessions

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Face 2 Face Sessions

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Cost

Face to Face: £125 /

person, 10% discount for 2 or more people from the same organisation. Virtual Session £80 / person