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Level 2 – Developing Helpline Skills - CPD Accredited

Level 2 – Developing Helpline Skills - CPD Accredited

Developing Helpline Skills is recommended for helpline workers, volunteers and call handlers who have completed the Level 1- Essential Helpline Skills course and have some prior helpline experience. This course will give you the skills to understand challenging calls, how to respond and engage using empathic listening whilst maintaining appropriate professional boundaries.

Learning aims:

  • The definition of a challenging call and how it relates to your helpline
  • How personal and professions beliefs and boundaries can impact on your work
  • The likely outcomes of different approaches to contacts
  • How positive language can impact on the call
  • The difference between sympathy and empathy
  • The core skills to convey empathy
  • Strategies that address the impact of challenging contacts

Upcoming Dates - Open Training (Virtual)

5th July 2022

1st September 2022

Upcoming Dates - Open Training (Face to Face)

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