Course: Responding to Emotional Content in Helpline Communication
Date: 16 May 2012
Time: 10.30 am - 4.30 pm
People contact helplines when they have a problem. Understandably, your helpline users may be angry or distressed when they contact you and helpline staff often find it particularly challenging to deal with this. Responding to emotional content will build the confidence of your people to respond more effectively. The course also helps reduce stress by exploring ways for helpline workers to obtain and provide support after emotional calls. It will also help your people demonstrate empathy, which is critical to support your service users effectively. Participants will learn about:
We explore the above issues in the context of telephone helplines. This is not a basic helpline skills course.
Please do not book staff or volunteers on this course if they have not mastered the skills covered in Essential Telephone Skills or equivalent other training.