Essential Helpline Skills is the first of our three-stage training course. This is a skills-based course that will give you the essential tools you need to confidently respond to calls to your service.
Learning Objectives
Understand what a helpline is and how they help service users
Understand the structure of a call
Understand how a caller’s circumstances can make both access and communication difficult
Know what is meant by active listening skills
Recognise when to use questions effectively during the call
Define the skill of reflecting back and paraphrasing
Understand the importance of providing options
Employ appropriate skills to end different types of calls
Understand how to look after yourself after a call
Helpline Skills Packages
We provide a comprehensive three-stage training programme designed specifically for helpline workers and call handlers, enabling participants to develop the skills and understanding needed to respond effectively to the diverse needs and challenges of those who contact your service.
The courses work together, offering a progressive learning experience, and are available as package deals, where you can save 10% by booking all certain levels together. Depending on your current experience and needs, you can choose which courses best suit your development goals.
CPD Accredited Training
Receive a CPD certificate upon completion and accrue 6 CPD hours.
I thought this training was brilliant. The content was appropriate and useful at every step. Stella was a fantastic trainer and really lovely. The breakout rooms worked well and the whole thing was very interactive which meant you were kept engaged and felt like you were contributing to the entire session.
Our Level 1 Essential Helpline Skills Training is available as a full day course. Book onto one of our virtual open courses, or enquire about in-house training for your team.
- 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
- 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