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THA  TRAINING
developing your people, improving your service

THA develops helpline skills in over 2,000 people per year across the public and voluntary sectors. All of our trainers are experts in the field with many years experience of working on, and managing, a variety of services.

We offer 'open' courses at major cities in UK and Ireland. These one-day courses are held frequently and cover the main areas of helpline activity. They are a great way to develop your people and to meet and share experiences with staff and volunteers on other helplines. All our courses are held in central locations and run from 10.30 am to 4.30 pm.

Want to make sure that new helpline workers get a head start with the basic skills they need to handle calls efficiently and effectively? Or need a refresher of these skills? Level 1 will fit the bill. Delegates will learn:

• How to overcome the obstacles of communicating by telephone

• How to listen and respond to callers effectively

• What type of questions to ask callers - and when

• Top tips for giving information and signposting

• When and how to end a call

• The benefits of knowing and working within service boundaries.

Recent delegates said:

‘Very good ideas on handling situations’
‘The trainer’s enthusiasm was contagious and they really motivated the group’
‘Everyone should do this course if they work on phones’

Quote booking code L1

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For those with some helpline experience who want to cut through common challenges confidently and assertively but with sensitivity, our Level 2 course will help. Delegates will learn

• How to listen actively in a sensitive way

• How to work effectively with callers who have complex needs

• How to use skills to work with any type of challenging call

• How to recognise and respond to your own needs when taking challenging calls.

Recent delegates said:

‘All elements were extremely valuable’
‘Another well-presented and informative course which I enjoyed immensely’
'Well worth the trip to London'

Quote booking code L2

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If your helpline provides emotional support and you need to build the additional knowledge and skills required to deliver this in an effective way that protects your callers, your people and your service, you need our Level 3 course. Delegates should already have covered the skills outlined in Levels 1 and 2 and will learn:

• How to use skills to convey empathy

• The boundaries between the personal and the emotional support roles

• The dynamic between the caller and the helpline worker

• The relationship between managing risk and confidentiality

Recent delegates said:

'Trainer really knew their stuff and conveyed things brilliantly'

'Had a great day'

Quote booking code L3

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Email skills

For anyone who is new to handling email enquiries by email, or needs to be provide a sensitive and professional service by this medium, this is the course for them. Delegates will learn:

• Key skills for managing emails

• The importance of style and 'tone of voice'

• Top tips for greeting, acknowledging, responding and signing off

• Good practice guidelines for delivering your email service

• Developing practical skills for responding to emails.

Recent delegates said:

'One of the best trainers I've had - anywhere ... excellent interactive session'

Quote booking code ESW

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Prices and booking

The cost for a place on any course is:
Voluntary sector: £99 THA members / £125 non-members
Public sector: £155 members / £200 non-members
Commercial sector: £200 members / £230 non-members

Customers in the Republic of Ireland will be charged in Euros at the prevailing exchange rate at the time of invoicing, and VAT will not be payable.

To find out when a course is coming to a city near you, view our training diary: http://www.helplines.org.uk/trainingdiary.htm

Book online here or call 0845 120 3767.

Or let us bring our training to you

If you manage a helpline service and have several people who need training at the same time, you can save money by letting us bring our training to you. We can tailor the material to reflect your service, subject matter, audience and the existing skills and knowledge of your people. Prices start at £670 + VAT for a standard one-day course (voluntary sector THA members).

For more information, call 0845 120 3767.