Responding to Challenging Calls

About the event

Attendees will learn how to respond appropriately and effectively to challenging service users and explore strategies and approaches for managing such challenges within your service remit. They will examine different types of challenging contacts and explore techniques for effective responses.

Download Course Outline

Attendees will identify and practice skills and techniques for managing contacts presenting these common challenges:

  • reluctant to talk or silent
  • circular or indecisive
  • needs are outside the service remit
  • angry or abusive
  • emotional and distressed
  • complaining or reflecting responsibility onto handler

Who should attend?:
This course is for those who have attended foundation-level training in helpline skills and have some helpline experience.

Birmingham B5 6DR

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]

Events Calendar