Level 1 - Essential Helpline Skills

About the event

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.

CPD Certified

Download Course Outline

Participants will learn:

  • What is a helpline and how they help service users
  • The structure of a call and the challenges of each stage
  • 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

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

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 [email protected]

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