Essential Helpline Skills

About the event

Confidence and skills in call handling are the building blocks for an effective helpline in terms of delivery, staff retention and service user satisfaction. Ensure new call handlers effectively and efficiently manage contacts whilst adhering to the remit of your service.

Download Course Outline

Outcomes & Objectives:

  • explore the structure of a call and the challenges of each stage
  • learn effective listening and questioning techniques
  • learn how to deal with silences
  • experience and understand the power of paraphrasing
  • understand how beliefs and assumptions influence us
  • understand the difference between directive and non-directive support
  • learn how to signpost callers to other sources of support
  • know how to establish rapport and maintain professionalism
  • know how and when to end a contact appropriately

Who should attend?:
This course is ideal for new helpline workers and can be a refresher for those wishing to top up their skills.

Venue:
London N7 6PA

Helplines Learning Pass: Book anyone on 3 or more training courses and receive a 10% discount. Find out more

Cancellation Policy: By booking you are agreeing to our Cancellation Policy

Onsite Delivery: This course can be delivered onsite and also tailored to make case studies relevant to your helpline. To find out more contact us on 0300 330 7777 or training@helplines.org

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