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Level 2 - Developing Helpline Skills (CPD Accredited)

Level 2 - Developing Helpline Skills (CPD Accredited)



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


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

Upcoming Open Training:

Date: 19 June 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Date: 25 July 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Date: 10 September 2024

Time: 10.00 – 16.00

Channel: Virtual - Zoom

Contact us via to find out more, or book directly via the form below.