This is a skills-based course that will build on your phoneline experience and support you to effectively respond to emotional, angry and repeat callers to your service. Participants will also receive a top-level introduction to suicidal callers and safeguarding.
Learning Objectives
Demonstrate key skills to respond effectively to an emotional call and how to respond to an angry call
Define an abusive call and how to respond effectively
Explore the use of vocabulary to respond to a call
Identify skills and techniques for responding to callers with differing needs
Distinguish between regular and repeat calls
Explore when and how to set up a caller care plan
Understand when and how to respond to safeguarding concerns
How to respond to someone with suicidal thoughts
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 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.
Stella was extremely knowledgeable, encouraging and supportive throughout the session. I really liked how she gave lots of practical examples how you can word/phrase things when speaking with to a caller on the helpline. There was also a lot of emphasis around taking care of yourself and being self-aware when working on a helpline which I feel is very important.