Level 2 - Developing Helpline Skills (CPD Accredited)
Level 2 - Developing Helpline Skills (CPD Accredited)
Overview
This course builds on the skills introduced in Level 1 and will give you the skills to understand challenging calls, how to respond and engage using empathic listening whilst maintaining appropriate professional boundaries.
Learning Objectives
- Explore the definition of a challenging call and how it relates to your helpline
- Understand how personal and professional beliefs and boundaries can impact on your work
- Identify the likely outcomes of different approaches to contacts
- Understand how positive language can impact on the call
- Understand the difference between sympathy and empathy
- Define the core skills to convey empathy
- Identify strategies that address the impact of challenging contacts
Who is it for?
Recommended for helpline service workers and volunteers who have completed the Level 1- Essential Helpline Skills course and/or have some prior helpline experience. 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: 16 May 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom
Date: 19 June 2024
Time: 10.00 – 16.00
Channel: Virtual - Zoom
Date: 25 July 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.