Level 1 - Essential Helpline Skills (CPD Accredited)
Level 1 - Essential Helpline Skills (CPD Accredited)
Overview
Essential Helpline Skills is the first of our three-stage training course. This is a skills-based course that will give you the essential tools you need to confidently respond to calls to your service.
Learning Objectives
- Understand what a helpline is and how they help service users
- Understand the structure of a call
- Understand how a caller’s circumstances can make both access and communication difficult
- Know what is meant by active listening skills
- Recognise when to use questions effectively during the call
- Define the skill of reflecting back and paraphrasing
- Understand the importance of providing options
- Employ appropriate skills to end different types of calls
- Understand how to look after yourself after a call
Who is it for?
Those who are new to helplines or are looking to refresh their knowledge in the fundamentals. Anyone involved with inducting new staff into an organisation.
Additional info
- CDP Certified - receive a CPD certificate upon completion
- Accrue CPD Hours
- Workbook & Reading Resources provided
- Copy of powerpoint presentation after session
- Attendance certificate upon request
Cost
Costs and Rewards on our courses for members and non-members.
Open Training
- Available virtually
- These courses are an opportunity to learn alongside other organisations.
- Up to 4 delegates from 1 organisation on each course
- Course capacity: 16 delegates
Inhouse Training
- Available virtually and in-person
- These courses are an opportunity for your team to learn together
- Training materials and learning content can be tailored to meet the specific needs of your organisation
- Courses suitable for between 6 and 16 delegates
Enquire about inhouse training via training@helplines.org
Upcoming Open Training:
Date: 12 June 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom
Date: 4 July 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom
Date: 2 September 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom
Contact us via training@helplines.org to find out more, or book directly via the form below.