Level 2 - Developing Helpline Skills (CPD Accredited)
Level 2 - Developing Helpline Skills
CPD Accredited Training
Overview
This course builds on the skills introduced in Level 1 and will give you the skills to understand challenging calls, how to respond and engage using empathic listening whilst maintaining appropriate professional boundaries.
Learning Objectives
- Explore the definition of a challenging call and how it relates to your helpline
- Understand how personal and professional beliefs and boundaries can impact on your work
- Identify the likely outcomes of different approaches to contacts
- Understand how positive language can impact on the call
- Understand the difference between sympathy and empathy
- Define the core skills to convey empathy
- Identify strategies that address the impact of challenging contacts
Who is it for?
Recommended for helpline service workers and volunteers who have completed the Level 1- Essential Helpline Skills course and/or have some prior helpline experience. Anyone involved with inducting new staff into an organisation.
Additional info
- CDP Certified - receive a CPD certificate upon completion
- Accrue CPD Hours
- Workbook & Reading Resources provided
- Copy of powerpoint presentation after session
- Attendance certificate upon request
Cost
Costs and Rewards on our courses for members and non-members.
Available as a Package Deal
I have been to many courses, none of which were engaging or useful. This course has been exactly what I wanted. The content was spot on and covered all aspects of my call handling role. It was very helpful, informative and has left me coming away feeling that I have learnt things that can support me.
Joanna, Lincolnshire Partnership NHS Foundation Trust
Open Training
- Available virtually
- These courses are an opportunity to learn alongside other organisations.
- Up to 4 delegates from 1 organisation on each course
- Course capacity: 16 delegates
Inhouse Training
- Available virtually and in-person
- These courses are an opportunity for your team to learn together
- Training materials and learning content can be tailored to meet the specific needs of your organisation
- Courses suitable for between 6 and 16 delegates