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Level 1 – Essential Helpline Skills Online - CPD Accredited

Level 1 – Essential Helpline Skills Online - CPD Accredited

Essential Helpline Skills Online 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 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

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