addarrow-downarrow-leftarrow-rightarrow-upcanceldowndownloademailIcons / Social / FacebookfilterhomeIcons / Social / InstagramleftIcons / Social / LinkedInmenuremoverightsearchtagtranslateIcons / Social / Twitterup Icons / Social / YouTube user calendar location

Level 1 – Essential Helpline Skills - CPD Accredited

Level 1 – Essential Helpline Skills - CPD Accredited

Essential Helpline Skills is a foundation-level course, recommended for those who are new to helplines or are looking to refresh their knowledge in the fundamentals. This is a skills-based course that will give you the tools you need to confidently respond to calls to your helpline.

Learning aims:

  • What a helpline is and how they help service users
  • The structure of a call
  • How a caller’s circumstances can make both access and communication difficult
  • What is meant by and how to use active listening skills
  • When to use questions effectively during the call
  • Reflecting back and paraphrasing
  • The importance of providing options
  • How to end different types of calls
  • How to look after yourself after a call

Upcoming Dates - Open Training (Virtual)

2nd November 2021 - SOLD OUT

12th January 2022

3rd February 2022

1st March 2022

Upcoming Dates - Open Training (Face to Face)

25th January 2022 - London


To chat with us or book a place onto one of our CPD accredited training courses please call us on
(0) 300 330 7777 or email training@helplines.org