Excellent course for helpline workers new and experienced

One of our staff attended this course in Glasgow last month. She has not had much experience of handling emotional calls before coming to work at Chest Heart & Stroke Scotland Advice Line and found it enormously helpful. The nurse has gained insight into how best to support these callers whilst looking after herself as the listener, both during and after the call. She says her confidence in handling these calls has increased a great deal since the course and she feels able to offer the caller a better quality of support.

The nurse fed back about the course to the rest of the team and the more experienced Advice Line nurses have now decided to go on the course too, as an important refresher about the differences between offering emotional support on a helpline and offering counselling.