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 Phoneline.
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 and define the core skills to convey empathy.
Identify strategies that address the impact of challenging contacts.
Call Handling Skills Packages
We provide a comprehensive three-stage training programme designed specifically for call handlers, enabling participants to develop the skills and understanding needed to respond effectively to the diverse needs and challenges of those who contact your service.
The courses work together, offering a progressive learning experience, and are available as package deals, where you can save 10% by booking all certain levels together. Depending on your current experience and needs, you can choose which courses best suit your development goals.
CPD Accredited Training
Receive a CPD certificate upon completion and accrue 6 CPD hours.
