About the event
Advanced Helpline Skills Online is recommended for helpline workers, volunteers and call handlers who have completed both the Essential Helpline Skills and Developing Helpline Skills courses and want to further develop their skills.
This is a skills-based course that will build on your helpline experience and support you to effectively respond to emotional, angry and repeat callers to your service. Participants will also receive a top-level introduction to suicidal callers and safeguarding.
Outcomes & Objectives
- Key skills to respond effectively to an emotional call
- How to respond to an angry call
- How to define an abusive call and how to respond effectively
- About the use of vocabulary to respond to a call
- Skills and techniques for responding to callers with differing needs
- How to distinguish between regular and repeat calls
- When and how to set up a caller care plan
- When and how when to respond safeguarding concerns
- How to respond to someone with suicidal thoughts
- To identify strategies that address the impact of challenging contacts
Cancellation Policy: By booking you are agreeing to our Cancellation Policy
Virtual Onsite Delivery: This course can also be delivered as a Virtual Onsite, tailored to your specific helpline or organisation. To find out more contact us on 0300 330 7777 or [email protected]
Events CalendarCancellation Policy
The full fee is payable for any cancellations within 5 calendar days of the event, or if the participant fails to attend and we receive no notice of cancellation, or if the participant is unable to attend the whole of the event for any reason.
Some of our events are repeated, so you may transfer a place, without charge, to an alternative date as long as you inform us in writing at least 5 calendar days beforehand.
Transfers within 5 calendar days will incur a full fee for both dates.
All transfers are subject to availability.
In the unlikely event that we have to cancel a session, we will let you know as soon as possible and issue a full refund.