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 (Face to Face)